IT Support Officer
Core
First point of contact for technology issues, providing Level 1 and Level 2 support for hardware, software, and access needs while maintaining customer service platforms.
Role type
IT Support Officer (Level 1/2)
Builds
IT support services, Zendesk environment, AI chat agent monitoring
Domain
IT Support / Hospitality
Required skills
hardware/software troubleshooting, user account management, IT asset management, Zendesk administration, AI chat agent monitoring, reporting, documentation
Preferred skills
CRM platform experience, QA scorecard management, integrations, workflow automation
Technologies
Zendesk, AI chat agents, endpoint protection
Responsibilities
Troubleshoot hardware, software, and network issues; manage user accounts and access controls; maintain IT asset registers; support system updates and security; administer Zendesk workflows and QA; monitor AI chat agent performance; report on ticket volumes and SLA compliance; update technical documentation.
Seniority
Mid-level, hands-on IC
