Provide first-level IT support through phone, email, chat and walk-in channels.
Install, configure and maintain laptops, desktops, printers and other peripherals.
Troubleshoot hardware, software, Windows, macOS and network connectivity issues.
Administer user accounts, email and access rights using Microsoft 365 and Active Directory.
Log, track and resolve service desk tickets within agreed SLAs.
Escalate complex issues to infrastructure or application teams and external vendors.
Maintain IT asset inventories, including hardware, software licences and mobile devices.
Support employee onboarding and offboarding by preparing devices, accounts and system access.
Assist with IT procurement, including requesting quotations, raising purchase requests and following up with vendors.
Prepare and maintain IT documentation, SOPs, user guides and knowledge base articles.
Set up and support meeting rooms and video conferencing using Microsoft Teams and Zoom.
Assist with data backups, antivirus and patch updates, and basic IT security compliance.
Support IT requirements at head office and airport or station sites when required.
Prepare periodic reports covering tickets, assets, licences and vendor invoices.
Assist with IT projects, system rollouts and end-user training.
Perform other IT and administrative tasks assigned by the direct manager.

A degree in Information Systems, Information Technology or a related field.
At least three years of experience in a related IT support role.
Practical knowledge of hardware and software troubleshooting, Windows and macOS, Microsoft 365, basic networking and Microsoft Office.
Strong communication skills and a service-oriented attitude.
Ability to manage IT administration activities, including assets, procurement and documentation.
ITIL Foundation, CompTIA A+ or CompTIA Network+ certification is preferred.
Willingness to work shifts and participate in on-call support.
Aviation experience is an advantage.

Skills

IT Support and Administration