Nido Living
PURPOSE OF THE ROLE
The IT Support Technician ensures smooth IT operations by managing service tickets, maintaining hardware, and supporting connectivity and critical systems such as IT Asset Management. This role contributes to the organization’s technology efficiency and security by implementing IT policies, resolving technical issues, and providing user training. With expertise in networking, system security, and telecom technologies, the technician plays a key part in maintaining robust and reliable IT infrastructure. They will also support projects and explore emerging technologies, including AI applications, to drive innovation and continuous improvement. Adaptability in Agile environments and a customer-focused approach are essential for delivering exceptional service. The role is suited for a proactive team player who thrives in dynamic, fast-paced settings.
KEY TASKS & RESPONSIBILITIES (include but are not limited to)
- Manage and resolve internal service tickets efficiently; oversee external MSP ticket resolutions.
- Troubleshoot and resolve IT hardware and connectivity issues (e.g., peripherals, network, phones).
- Maintain meeting room technology and ensure operational readiness.
- Handle equipment procurement, setup, and coordination with the MSP as needed.
- Maintain IT Asset Management (ITAM) records and ensure system accuracy.
- Support IT projects and initiatives aligned with organizational goals.
- Stay updated with technical training on relevant systems (e.g., Azure AD, Office 365).
- Assist in developing IT policies and deliver user training to improve user experience.
Requirements
- Experience with networking (WAN/LAN), including configurations and troubleshooting.
- Knowledge of system security and data protection best practices.
- Familiarity with telecom technologies (mobile, VOIP) and their business integration.
- Relevant IT certifications (e.g., MCSA, MCSE, CompTIA A+, Network+) or equivalent experience.
- Strong problem-solving skills and resourcefulness under pressure.
- Excellent communication skills to convey technical concepts to non-technical users.
- Customer-focused mindset with a commitment to exceptional service.
- Experience in Agile environments and adaptability to evolving priorities.
- Collaborative team player with a positive, proactive attitude.
- Ability to work independently, manage time effectively, and prioritize tasks
Additional Requirements
- Availability for occasional out-of-hours support or on-call responsibilities as needed.
- Willingness to assist with physical tasks, such as equipment installation and relocation.
- A background in IT project management or experience in similar roles is advantageous.
