A Systems Support professional is responsible for maintaining, troubleshooting, and supporting an organization's IT systems, hardware, software, and network infrastructure to ensure smooth business operations.
Job Title
Systems Support Specialist / Systems Support Engineer
Job Summary
Provide technical support for computer systems, applications, networks, and end users. Diagnose and resolve technical issues, perform system maintenance, and assist with the implementation and monitoring of IT infrastructure.
Key Responsibilities
- Provide first- and second-level technical support to users.
- Install, configure, and maintain operating systems, software, and hardware.
- Monitor system performance and troubleshoot issues.
- Manage user accounts, permissions, and access controls.
- Support network connectivity, printers, and peripheral devices.
- Respond to help desk tickets and service requests.
- Perform system updates, patches, and backups.
- Document incidents, solutions, and technical procedures.
- Assist with security compliance and antivirus management.
- Coordinate with vendors and other IT teams when necessary.
Required Skills
- Knowledge of Windows, Linux, or macOS environments.
- Understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
- Experience with troubleshooting hardware and software issues.
- Familiarity with Active Directory, Microsoft 365, or similar platforms.
- Strong problem-solving and communication skills.
- Ability to prioritize and manage multiple support requests.
Qualifications
- Bachelor's degree or diploma in Information Technology, Computer Science, or a related field.
- Relevant certifications such as CompTIA A+, Network+, Microsoft, or ITIL are often preferred.
- Previous experience in IT support, help desk, or systems administration is advantageous.
Typical KPIs
- Ticket resolution time.
- System uptime and availability.
- User satisfaction scores.
- Compliance with service-level agreements (SLAs).
- Number of incidents resolved on first contact.
