Job Summary:
The Junior IT Technician provides first-line technical support to employees, ensuring the smooth operation of IT systems and addressing issues related to hardware, software, and network connectivity. This role requires strong problem-solving skills, effective communication, and a customer-focused approach to support the dynamic needs of a BPO environment.
Responsibilities:
1. End User Support
Respond to IT Requests: Act as the first point of contact for IT-related queries via email, phone, chat, or ticketing systems. Log, prioritize, and manage service requests and incidents in the ticketing system.
Troubleshooting: Diagnose and resolve hardware, software, and network issues for desktops, laptops, printers, and other peripherals. Assist with login problems, software errors, and connectivity issues.
Escalation: Escalate unresolved issues to higher support levels (Level 2 or 3) or specialized teams as needed.
2. System and Network Support
Access Management: Manage user accounts, permissions, and access control for IT systems. Assist in onboarding and offboarding employees, ensuring timely account setup or deactivation.
Technical Support: Perform basic maintenance and troubleshooting for network devices, servers, telecommunication systems, and other IT equipment. Coordinate with vendors for equipment repairs or replacements.
3. Documentation and Reporting
Knowledge Base Maintenance: Update and maintain IT documentation, FAQs, and self-help resources for common issues.
Incident Reporting: Generate reports on incident resolution times, ticket volumes, and recurring issues to support continuous improvement efforts.
4. Asset Management
Oversee the entire lifecycle of IT assets, including procurement, allocation, maintenance, and retirement.
Conduct thorough monthly audits of all IT assets, ensuring accurate and up-to-date inventory records.
Demonstrate a comprehensive understanding of the company's Asset Management SOP and ensure its consistent application across all departments.
5. User Training and Communication
User Guidance: Educate employees on IT policies, best practices, and self-service tools;
Communication: Communicate planned maintenance, outages, or system updates to minimize disruptions.
6. Compliance and Security
Policy Enforcement: Ensure adherence to IT security policies and confidentiality standards.
Risk Mitigation: Identify and report potential security vulnerabilities or compliance risks.

Key skills and experience:
Knowledge of computer hardware, including troubleshooting and maintenance;
Proficiency in Windows 10, 11, and Windows Server;
Experience with on-premise network topology and troubleshooting;
Proven experience in providing technical support via various channels;
Good communication and interpersonal skills;
Ability to adhere to processes and procedures;
Customer-oriented with a strong work ethic;
Ability to work independently and as a team player;
Strong sense of responsibility and initiative;
Ability to work on flexible working schedules.