Communicate effectively with users, both in person and through electronic platforms, to identify, document, and resolve technical issues affecting hardware, software, and network systems.
Diagnose and troubleshoot problems related to system performance, user access, internet connectivity, and software configuration, ensuring minimal disruption to operations.
Research and implement solutions by consulting technical documentation, user guides, and vendor support resources.
Provide hands-on assistance and training to users on proper system use, cybersecurity awareness, and best practices for productivity and data integrity.
Support and maintain internal business systems, local area networks (LAN), and internet services to ensure consistent connectivity and functionality.
Record, classify, and maintain a detailed log of problems, corrective actions, and outcomes to support organizational knowledge sharing and future troubleshooting.
Participate in continuous improvement initiatives by recommending and assisting in the redesign or optimization of software applications and internal IT processes.
Collaborate with management to develop user support protocols, documentation, and digital literacy training materials for new and existing staff.
Maintain data privacy, confidentiality, and compliance with company and government security policies.
Coordinate or mentor other support staff and participate in onboarding new technical personnel.
Contribute to capacity building by transferring technical knowledge to Canadian employees and helping build a stronger local IT support culture.
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