1. First-Level IT Support

Provide Level 1 technical support to customers and internal users.
Respond to IT support requests through phone, WhatsApp, email or ticketing systems.
Troubleshoot common computer, software, printer and network problems.
Assist users with Windows, Microsoft Office, email and other commonly used applications.
Install, configure and update software and computer equipment.
Assist with basic PC, laptop, printer and peripheral setup.

2. Network & System Support

Perform basic troubleshooting of LAN, Wi-Fi, Internet and network connectivity issues.
Assist with basic router, switch and network configuration.
Perform basic server and hosting support under the guidance of senior staff.
Monitor system/server alerts and report unusual issues.
Assist with user accounts, passwords, permissions and access management.

3. Website & Hosting Support

Assist customers with basic website and hosting-related issues.
Perform basic troubleshooting of domain, DNS, email and hosting issues.
Assist with WordPress website updates and basic troubleshooting.
Monitor website availability and report downtime or abnormal behaviour.
Escalate server, security or application-level issues to senior technical staff.

4. Hardware & Software Support

Perform basic diagnosis of PC and laptop hardware problems.
Assist with hardware replacement and equipment setup.
Maintain IT equipment and basic inventory records.
Install operating systems, drivers and required applications when necessary.

5. Documentation & Customer Service

Record support requests and troubleshooting actions.
Maintain proper documentation of recurring IT issues and solutions.
Follow up with customers to ensure issues have been resolved.
Provide professional, friendly and clear communication to customers.
Escalate unresolved or higher-level technical issues to senior engineers.

6. Other IT Duties

Assist senior IT staff with system maintenance, backups and monitoring.
Assist with IT projects, installations and deployments.
Perform routine system checks and maintenance.
Learn and support new technologies introduced by the company.
Carry out other IT-related duties assigned by management.