You will provide comprehensive technical support to staff, employees, and students at Riphah International University. This includes troubleshooting hardware and software issues, assisting with network connectivity, and ensuring timely resolution of IT-related problems. The role is crucial in maintaining a seamless IT experience across the university's campuses.
Job Responsibilities
Technical Support:
Respond to IT support requests from staff, employees, and students via the helpdesk system, email, or in-person.
Diagnoses and troubleshoot issues related to hardware, software, printers, and peripherals.
Assist users with software installations, updates, and configurations.
Network Support:
Ensure network connectivity across university campuses by troubleshooting LAN/WAN issues.
Configure and manage network devices, including routers, switches, and access points.
User Training and Assistance:
Provide guidance to users on IT policies, tools, and best practices.
Assist in onboarding new staff and students by setting up accounts and ensuring access to university systems.
System Maintenance:
Perform routine maintenance on computers, printers, and other IT equipment.
Monitor system performance and elevate critical issues to senior IT staff.
Helpdesk Management:
Log and track all support tickets in the university's helpdesk system.
Ensure timely closure of tickets and provide regular updates to users.
Documentation:
Maintain detailed records of IT assets, support activities, and technical procedures.
Update knowledge base articles to assist users with self-service solutions.
Collaboration:
Work closely with the IT team to resolve complex issues and implement IT projects.
Provide support during university events, conferences, and exams as required.
Job Skills and Competencies
Technical Proficiency:
Knowledge of Windows, mac OS, and Linux operating systems, along with common office productivity tools like MS Office 365.
Networking Skills:
Understanding TCP/IP, DNS, DHCP, and basic network troubleshooting.
Problem-Solving:
Ability to identify issues, propose solutions, and resolve them effectively.
Communication:
Strong verbal and written communication skills to explain technical concepts to non-technical users.
Customer Service:
Excellent interpersonal skills to handle user queries with patience and professionalism.
Time Management:
Ability to prioritize tasks and manage workload effectively.
Job Requirements
Bachelor’s degree in computer science, Information Technology, or a related field.
1-2 years of experience in IT support or a similar role (fresh graduates with relevant internships may also apply).
Certifications such as Comp TIA A+, Network+, or Microsoft Certified: Fundamentals are a plus.
