Technical Support Officer (IT End‑User Support)

About the role

Inbox Business Technologies is looking for a Technical Support Officer to deliver first‑line IT assistance to its end users. The role involves troubleshooting desktops, laptops, printers, IP phones and network connectivity, ensuring issues are resolved quickly and customer satisfaction remains high.

Key responsibilities

• Provide Level‑1 support for desktops, laptops, printers, IP phones and peripheral devices.
• Troubleshoot hardware, software, operating system and application issues.
• Perform user account management tasks such as password resets and access support.
• Assist with LAN/WAN, Wi‑Fi, VPN connectivity and basic network troubleshooting.
• Log and track incidents in the ITSM tool, meeting agreed SLA targets.
• Escalate complex problems to Level‑2/Level‑3 teams or vendors.
• Support installation, configuration and deployment of IT equipment and standard software.
• Conduct routine system health checks, preventive maintenance and maintain asset inventory.

Required profile

• Bachelor’s degree or Diploma in Computer Science, IT or related field.
• 1‑3 years of experience in IT support or service‑desk environments.
• Strong problem‑solving, communication and customer‑service orientation.
• Ability to work independently and as part of a team.

Required skills

• Windows operating systems and Microsoft Office.
• Basic networking concepts: TCP/IP, DNS, DHCP, VPN and Wi‑Fi.
• Desktop hardware and peripheral troubleshooting.
• Familiarity with ITSM/ticketing tools and remote support utilities.