IT First Line Support Officer - Reports To: IT Manager

Job Purpose

The IT First Line Support Officer is the first point of contact for technical issues, providing initial troubleshooting and resolutions for computer systems, software, and hardware. This role ensures smooth IT operations and escalates complex problems to second-line support.

Key Responsibilities

• Provide helpdesk support via phone, email, or ticketing systems, ensuring timely responses.

• Offer onsite support for hardware, software, and network-related issues.

• Liaise with suppliers for procurement, repairs, and technical support.

• Diagnose and resolve common IT issues related to hardware, software, and networking.

• Escalate unresolved or complex issues to second-line support.

• Assist in user account management, software installations, and IT security compliance.

• Monitor and maintain system performance, ensuring operational efficiency.

• Update IT documentation, including troubleshooting guides and user manuals.

• Participate in on-call duties, providing after-hours IT support as required.

Key Skills

• Basic knowledge of networking, hardware, and common operating systems.

• Familiarity with Microsoft 365, Active Directory, and remote desktop tools.

• Strong problem-solving, time management, and customer service skills.

• Ability to communicate technical concepts in simple terms to non-technical users.

• Ability to work independently and take initiative.

• Attention to detail with strong analytical skills.

• Ability to multitask and prioritize support requests effectively.

Qualifications

• MQF Level 5 qualification or equivalent in IT, Computer Science, or a related field.

• Experience in IT Support is considered an asset.

• IT certifications such as CompTIA A+, Cisco IT Essentials, or MCP are considered an asset.

• Must possess a valid Malta driving license.

Career Progression

Opportunities for growth into second-line support, specialized IT roles, or further certifications/training programs.

IT Support Role

Job Description