IT Support Technician

Company and IT department orientation (Elabram Systems Group organization, IT policies, workplace and electrical safety). Fundamentals of computer hardware, operating systems, applications and networks. Introduction to the helpdesk process about ticketing system, ticket priority, Helpdesk SLA and KPI, and how to communicate professionally with users/staff (remote and face-to-face). Reading technical diagrams and written instructions.

"Hands-on installation and configuration of computer hardware, operating systems and standard applications. Replacing faulty hardware (RAM, storage, power supply, peripherals) under supervision. Following diagrams and written instructions to repair a fault or set up a system. Conducting electrical safety checks on computer equipment. Recording each job in documentation. "

Handling helpdesk tickets end-to-end, remotely or on-site, within the agreed time limit and SLA. Diagnosing and solving common hardware/software faults. Setting up new user accounts and profiles, and handling account-related issues such as password resets. Prioritizing and managing several open cases at once, working on a task until completion or escalating to the right party, and building a good working relationship with users.

Monitoring and maintaining computer systems and the network (connectivity, Wi-Fi/LAN, printers, shared resources, basic server and backup checks). Troubleshooting system and network problems using a structured approach, identifying root cause and escalating to third parties when needed. Writing incident reports and procedural documentation for recurring problems.

Assisting in managing IT assets for internal and external clients (asset inventory, tagging, allocation, return and disposal records). Helps support communication with software/hardware vendors for purchase or rental, including quotation comparison and lead time follow-up with the PIC / Project Manager. Assisting with purchase request administration and vendor payment documents (support only, no approval authority). Preparing complete and adequate support documentation.

Supporting the roll-out of new applications and systems (preparation, deployment, user assistance). Testing and evaluating new technology and presenting the findings. Day-to-day tasks and a small final project assigned by the mentor, followed by collecting client/user feedback on service quality. Final presentation and evaluation of intern performance against the Job Description and KPI.