Intermediate IT Technician
Position summary
Introduction
Job description
Core Functions Include:
The Intermediate IT Technician provides technical support to end-users and assists with the resolution of complex IT issues escalated from Level 1 support. This role involves diagnosing and troubleshooting hardware, software, and network problems, as well as providing guidance and assistance to junior support staff. The Intermediate IT Technician plays a key role in ensuring the timely resolution of IT incidents and delivering high-quality support services to internal customers.
Core Functions
- Provide technical support to end-users via phone, email, chat, or in-person, resolving Level 2 IT incidents and service requests within established SLAs.
- Diagnose and troubleshoot hardware, software, and network issues, including desktops, laptops, printers, mobile devices, operating systems, applications, and peripherals.
- Escalate complex or unresolved IT issues to Level 3 support or other IT teams, ensuring timely resolution and effective communication with stakeholders.
- Assist with the installation, configuration, and maintenance of IT systems, software, and infrastructure components.
- Document IT incidents, service requests, troubleshooting steps, and resolutions in the IT service management (ITSM) system, ensuring accuracy and completeness.
- Provide guidance, coaching, and training to Level 1 support analysts and end-users, empowering them to resolve common IT issues independently.
- Collaborate with other IT teams, such as network, security, and systems administration, to identify and address underlying issues impacting IT performance and reliability.
- Participate in IT projects and initiatives, such as system upgrades, migrations, and deployments, as assigned by the IT Support Team Lead/Manager.
- Stay current with industry trends, best practices, and technologies related to IT support and service delivery, continuously enhancing technical skills and knowledge.
- Contribute to the development and improvement of IT support processes, procedures, and documentation to enhance efficiency and effectiveness.
Minimum requirements
Qualifications
· Degree or equivalent technical certification in Computer Science, Information Technology, or related field.
· 3 years of experience in IT support, with a focus on Level 2 support and troubleshooting.
· Strong technical proficiency in desktop support, including Windows and Mac operating systems, Microsoft Office suite, Active Directory, and basic networking concepts.
· Experience with remote support tools, IT service management (ITSM) systems, and ticketing systems (e.g., FreshService).
· Excellent problem-solving and analytical skills, with the ability to diagnose and resolve complex IT issues in a fast-paced environment.
· Effective communication and customer service skills, with the ability to interact professionally with end-users of all technical levels.
· Certifications such as CompTIA A , CompTIA Network , MCSE or equivalent are preferred.
Experience
- Essential experience: At least 3-4 year(s) relevant higher education work experience.
Related Knowledge, Competencies and Skills
- Computer Literate
- Proficient in Microsoft Office Suite (Excel, Word, Power Point, Access, Outlook).
- Good understanding of Higher Education landscape.
- Minute taking experience.
- Excellent verbal and written communication skills.
- Strong interpersonal skills.
- Ability to work under pressure.
- Project management skills.
- Prioritisation and time management skills.
- Deadline driven and process orientated.
- Numerical ability.
- Reporting skills.
- Possess a high level of ethics, confidentiality, and integrity.
- Produce work of a high quality.
General
This position may require occasional evening, weekend, or on-call work to support IT incidents, projects, or emergencies.
The role may involve some travel to other company locations or client sites as needed.
