IT Technician/ Technical Support Technicia

The IT Technician is responsible for maintaining stable, secure, and high-performing IT systems while driving automation, AI adoption, and digital optimization across the firm. This role extends beyond traditional technical support by improving system reliability, reducing recurring incidents, and identifying opportunities to streamline processes through automation and intelligent tools. Key Responsibilities 1. Helpdesk & End-User Support Serve as the first point of contact for all IT incidents and service requests Manage and administer the IT helpdesk system (ticket logging, prioritization, escalation, and tracking) Ensure SLA compliance and clear communication with users Diagnose and resolve hardware, software, network, and access-related issues (onsite and remote) Provide structured support to non-technical users Identify recurring issues and implement root cause solutions Maintain a knowledge base to improve first-time resolution rates Track and report on helpdesk performance metri...