Full job description

About the Role

We’re seeking a proactive and customer-focused IT Support Officer to provide reliable, high-quality technical support across Melgrand’s national operations.

In this hands-on role, you’ll be responsible for delivering Level 1–2 IT support, managing helpdesk requests, maintaining IT systems and hardware, and ensuring our teams have the tools and support they need to operate effectively. You’ll play a key role in resolving day-to-day technical issues, supporting business applications, and contributing to a seamless technology experience for all staff.

Main Tasks and Responsibilities

Provide Level 1–2 technical support to users, diagnosing and resolving hardware, software, system and connectivity issues.

Deliver timely, clear, and professional communication to users throughout the support process.

Support core business systems including intranet, workforce management, booking platforms, and ticketing systems.

Manage user accounts, permissions, and access requests in line with internal processes.

Diagnose hardware and peripheral equipment issues and coordinate or undertake the repair, replacement and configuration of terminals, printers, modems and other end-user devices.

Designing and maintaining websites.

Implementing computer networks.

Assist with the configuration and ongoing support of network connectivity and related ICT infrastructure.

Assist with IT projects, system improvements, testing, and rollout activities.

Assess software and hardware requirements and recommend appropriate solutions to resolve user and system issues.

Support onboarding of new staff, including system access, device setup, and induction assistance.

Manage helpdesk requests from initial diagnosis through to resolution or escalation and maintain accurate records of incidents and solutions.

Maintain technical documentation, user guides and records of recurring technical issues and resolutions.

Relevant Qualifications

Qualifications in Information Technology or a related discipline.

Relevant Experience

Relevant experience in ICT Customer Support.

Minimum of 4 years of?relevant work experience in ICT customer support, helpdesk or a related technical support environment.

Demonstrated experience providing Level 1–2 support across hardware, software, applications and end-user devices.

Experience troubleshooting technical issues and supporting business systems and user access.

Relevant Skills

Understanding of basic networking and end-user technology support.

High attention to detail and a structured approach to documentation.

Excellent communication and customer service skills with a user-first mindset.

Strong troubleshooting skills across devices, systems, and applications.

Pay: $78,000.00 – $85,000.00 per year

• Work Location: In person

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