The infrastructure support Engineer is responsible for providing first-level technical support to staff across Splashers Technologies Limited, ensuring the smooth operation of hardware, software, and network resources.
This role serves as the first point of contact for IT-related issues and plays a key role in maintaining system reliability, asset integrity, and a positive user experience across the organization.
Key Responsibilities
Provide first-level technicalsupport to staff for hardware, software, and basic network-related issues.
Receive, log, track, and resolve IT support requests and incidents.
Assist with the setup, configuration, and maintenance of desktop computers, laptops, printers, and other IT equipment.
Install, configure, and update operating systems, applications, drivers, and approved software.
Assist users with password resets, account access, email configuration, and basic Microsoft 365 support.
Troubleshoot basic connectivity issuesinvolving LAN, Wi-Fi, VPN, printers, and other network resources.
Maintain accurate records of IT assets, assigned equipment,software, and accessories.
Perform routine checks on computers and IT equipment to identify potential faults or performance issues.
Assist with hardware troubleshooting, replacement, and basic repairs where appropriate.
Escalate complex technical issuesto the appropriate IT infrastructure or network personnel.
Support routine software updates, patches, and antivirus/endpoint protection activities under supervision.
Assist with the deployment and configuration of new IT equipment and peripherals.
Provide basic technicalsupport during meetings, presentations, and virtual conferences.
Ensure IT equipment is properly labelled,stored, and maintained.
Follow established IT policies, procedures, and acceptable-use requirements.
Maintain professional communication with users and provide timely updates on support requests.
Keep accurate records of completed support activities and technical issues encountered.
Assist in identifying recurring technical issues and recommending possible improvements.
Requirements / Qualifications
Diploma, HND, or Bachelor's Degree in Computer Science, Information Technology, or a related discipline.
2 - 3 years of experience in an IT support, helpdesk, or technicalsupport role.
Knowledge of Windows operating systems, Microsoft 365, and common productivity applications.
Familiarity with networking fundamentalsincluding LAN, Wi-Fi, VPN, and TCP / IP basics.
Experience with IT hardware including desktops, laptops, printers, and peripherals.
Strong problem-solving skills and the ability to communicate technical information clearly to non-technical users.
Good organizationalskills with attention to detail in logging, documentation, and asset tracking.
Relevant certifications are an advantage: CompTIA A+, CompTIA Network+, ITIL Foundation, or Microsoft 365 Fundamentals.