Job Description

The IT Desk Specialist at Swyt Solutions is responsible for delivering top-notch outsourced IT services to Small and Medium Enterprises (SMEs). This role involves providing technical support, managing IT infrastructure, and implementing customized solutions to meet the unique needs of Swyt's client base. The IT Specialist will collaborate with client representatives, addressing their technology requirements, and ensuring the efficient functioning of IT systems.

Responsibilities:

1.Client Technical Support:

❋Provide responsive technical support to Swyt's clients, resolving hardware and software issues efficiently.

❋Assist in the installation, configuration, and maintenance of client IT equipment.

❋Troubleshoot and resolve network connectivity issues for clients.

❋Ask customers/clients targeted questions to quickly understand the root of the problem.

2.Client System Maintenance:

❋Conduct regular updates, patches, and upgrades for client systems to ensure security and optimal performance.

❋Perform routine system backups for clients and ensure data integrity.

❋Monitor client system logs for signs of potential issues and take corrective action.

3.Client Network Management:

❋Manage and maintain the network infrastructure for Swyt's clients.

❋Configure and troubleshoot routers, switches, firewalls, and other network devices.

❋Implement and enforce security measures to protect client networks.

4.Client Software and Application Management:

❋Install, configure, and update software applications for Swyt's clients.

❋Provide assistance with software-related issues and collaborate with vendors for problem resolution.

❋Evaluate and recommend new software solutions to meet client-specific needs.

5.Client Security:

❋Implement and enforce security policies and procedures for Swyt's clients.

❋Monitor and respond to security incidents for client systems, conducting regular security audits.

Stay informed about the latest security threats and implement measures to mitigate risks.

6.Vendor Management:

❋Communicate with external vendors on behalf of clients for hardware and software procurement.

❋Evaluate vendor products and services, making recommendations for improvements or changes

Qualifications:

Proven work experience of at least 2 years in IT support, helpdesk, or a similar role, preferably in a managed services or IT consulting environment.
In-depth knowledge of computer hardware, software, networking, and operating systems.
Strong troubleshooting and problem-solving skills with the ability to analyze complex technical issues and provide effective solutions.
Excellent communication and interpersonal skills with the ability to interact with clients and team members at all levels.
Strong customer service orientation and a commitment to delivering high-quality IT support.

Additional Requirements:

Flexible to work day and night shifts in line with operational and client support requirements.
Ability to provide on-call support outside regular business hours when necessary.