IT Support Technician (In-Office)

at  LabX Media Group

LabX Media Group is a leading worldwide science publishing company that delivers meaningful industry content and integrated marketing solutions for the scientific community. LabX Media Group’s brands and product solutions deliver trusted, timely and deep information across print and digital products to empower our customers and advance their research.
LabX Media Group is currently looking for a full-time in-office IT Support Technician to join our IT department.
Reporting directly to the IT Service Desk Manager, this individual will provide technical assistance to computer system users and assist in managing service desk requests. Responding to technical issues and questions both in person and via telephone concerning computer hardware, software and peripheral equipment.

REQUIRED SKILLS/KNOWLEDGE:

• 3-5 years experience in an IT support role
• Excellent verbal and written communication skills
• Strong problem-solving abilities and attention to detail
• Experience with Office 365 or Google Workspace
• WAN routers (home WiFi routers, commercial routers)
• Basic PC configuration (hardware and software, connecting to networks, wired & wireless
• Diploma in Computer Systems Networking or a related field, or relevant experience

• First point of contact (Tier 1) to customers for all types of service requests that come in by phone, e-mail or via our ticket management portal (JIRA)
• Handling designated tasks or escalating service desk tickets to the relevant team/individual
• Continuous communication of the status of the service request including interactions and troubleshooting steps
• Setting up and administering user accounts and system assets across Active Directory, O365 and Google Workspace
• Loading software images on desktops and laptops including the configuration of MS Windows, MS Office, VPN, MacOS, etc.
• Maintaining the IT Hardware Inventory; coordinate distribution of laptops and peripherals as required (may involve purchasing and shipping of equipment)
• Participate in research projects to develop new solutions that support the future growth of the organization
• Resolve client issues regarding MS Windows (all versions), MS Office (all versions), MS Outlook, MacOS, VPN and File & Printer Services
• Installation of new hardware or exchange of defective components on workstations.
• Open service requests and resolve issues with technical support professionals from application/hardware vendors.
• Liaise with 3rd party service providers where necessary in relation to other responsibilities
  The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organization and the overall business objectives of the organization.