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Introduction Of MASCO Structure Of Classification Starting Salary Guidelines
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Major Group
2
Professionals
Sub-Major Group
25
Information and Communications Technology Professionals
Minor Group
252
Database and Network Professionals
Unit Group
2522
Information Technology System Administrators
Minor Unit Group
MASCO Code
2522-02
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Information Technology Support Officer provides technical support to ensure the effective operation of an organisation’s computer systems, networks and related infrastructure. The role manages and controls user access to systems and data to maintain security and data integrity, while installing, configuring and maintaining hardware and software components. They troubleshoot technical issues, support network functionality, and assist with the deployment and configuration of IT resources to meet organisational requirements.
Tasks
Respond to user queries and resolve hardware, software, and network issues via phone, email, or in person.
Install, update and configure operating systems and application software.
Maintain and administer computer systems, applications, and network connectivity including local area network (LAN), wide area network (WAN), and virtual private network (VPN).
Monitor system performance and perform routine maintenance to ensure reliability and efficiency.
Perform regular data backups and assist in disaster recovery operations.
Provide support for email systems, communication tools, and collaboration platforms.
Maintain information technology (IT) documentation, asset inventory, and system records accurately.
Provide guidance to users on basic IT best practices and security awareness.
Assist in ensuring compliance with IT policies, standards, and security procedures.
Skills
Basic
Active listening and understanding user needs.
Customer service orientation.
Effective communication and interpersonal skills.
Strong analytical and problem-solving skills.
Time management and prioritization skills.
Specific
Ability to troubleshoot and resolve hardware, software, and network issues.
Knowledge in cybersecurity principles and basic security practices.
Knowledge in networking protocols and basic network administration.
Proficiency in information technology (IT) support tools and ticketing systems.
Proficiency in remote support tools and technologies.
Proficiency in Windows, Linux, and macOS operating systems.
Additional Info
QUALIFICATION
Bachelor’s degree or equivalent
Related Courses
Claimable Course
e-Latih Online Course
Madani TVET Course
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