We are looking for a skilled ICT Junior Support Officer to join our IT team. In this role, you will be responsible for supporting, maintaining, and troubleshooting our ICT systems, including hardware, software, and network infrastructure. You will work closely with team members across the Ignite Travel Group to provide technical support, install system upgrades, and monitor network performance.

A day in the life:

• User Support: Provide first-level support for technical issues. Troubleshoot and resolve hardware and software problems quickly
• Incident Management: Log and track issues using a ticketing system Prioritise and document all requests in line with SLAs
• Hardware & Software Maintenance: Install and maintain computers, peripherals, and applications. Perform regular updates and system upgrades
• Network Support: Help with network setup and troubleshooting. Support connectivity and maintain security protocols
• Remote Support: Assist users remotely via phone, email, or support tools. Resolve issues for remote offices and staff
• New Equipment Deployment: Set up workstations, laptops, and mobile devices. Ensure devices follow security and setup standards
• Security & Data Protection: Follow IT security procedures. Run backups, manage malware protection, and control user access
• Training & Documentation: Write and update user guides and FAQs. Help users understand and solve common issues
• Vendor Coordination: Work with vendors on complex problems. Organise repairs and replacements under warranty
• Continuous Improvement: Suggest ways to improve support processes. Help enhance the overall IT system and services

Who you are:

• Bachelor’s degree in IT, Computer Science, or similar, equivalent work experience accepted
• Experience in IT helpdesk or technical support role
• Skilled in supporting users and ICT systems
• Experience with LAN, WAN, and WLAN and able to support routers, switches, and access points
• Strong knowledge of network hardware and protocols and familiarity with network support tools
• Proficient in Windows, macOS, and common software and knowledge of network tech and troubleshooting methods
• Strong problem-solving and diagnostic skills along with excellent verbal and written communication
• Can explain tech to non-technical users and is customer-focused with a service mindset
• Able to work independently or in a team and experienced working in fast-paced and multi-office settings
• Good understanding of IT security practices

Key Qualities

• Excellent problem-solving, analytical and evaluative skills
• Excellent verbal and written communication skills
• Positive attitude and an ability to work in a team
• Strong time management skills
• Customer focused
• Autonomous and able to make decisions within delegated authority
• Able to follow instructions and deliver best possible outcomes to the customer
• Quality orientated

What you'll enjoy: