The Information Technology division provides infrastructural support, end user training, issue resolution and proposes and implements technological innovations.

This posting will be used for ongoing recruitment and may close at any time.  Applicant lists may be screened more than once.

Problem Resolution: It is essential for addressing and resolving technical issues promptly to minimize downtime, increase productivity, and ensure that employees can carry out their tasks efficiently.

Efficiency: This role contributes to the overall efficiency and functionality of the organization’s IT systems by ensuring that technical problems are addressed in a timely manner.

User Experience: IT Frontline Support is responsible for enhancing the user experience by providing a responsive and helpful IT support service.

Tech Infrastructure Maintenance: The job helps in the proper maintenance and functioning of the organization’s IT infrastructure, reducing the risk of larger, more complex technical issues.

IT Team Support: It acts as a frontline that complements and supports the work of the broader IT team by triaging and resolving issues that don’t require specialized expertise.

Issue Triage: They assess the nature and severity of the reported technical issues. The job involves triaging problems to determine whether they can be resolved at the frontline or need to be escalated to specialized IT teams.

Problem Diagnosis: Once the issue is identified, the IT Frontline Support specialist works on diagnosing the problem by asking relevant questions, conducting troubleshooting, and analyzing error messages or logs.

Issue Resolution: After identifying the root cause, the role involves applying known solutions or procedures to resolve the issue promptly. This may include providing step-by-step guidance to users or remotely accessing their systems to perform necessary actions.

Documentation: Effective documentation of resolved issues, including the problem, solution, and any relevant information, is vital. This documentation helps create a knowledge base for future reference.

User Education: IT Frontline Support professionals often offer basic IT training and tips to users to prevent recurring issues and improve their overall digital literacy.

Escalation: If the issue is beyond the scope of the frontline support, it is escalated to specialized IT teams or higher-level support personnel while ensuring clear communication and collaboration.