Technical Support Officer

Inbox Business Technologies is seeking a proactive and detail-oriented Technical Support Officer to manage daily IT support operations and ensure seamless handling of service requests. This role will act as the central point of coordination between end-users, technical teams, and vendors, ensuring timely resolution of issues and adherence to service standards.

Responsibilities

• Coordinate and manage daily IT support operations and service requests
• Act as the primary point of contact between users, technical teams, and external vendors
• Monitor and manage incident tickets to ensure compliance with defined Service Level Agreements (SLAs)
• Track, prioritize, and escalate unresolved issues to the appropriate teams
• Schedule and coordinate on-site and remote support activities
• Maintain accurate and detailed records of service requests, incidents, resolutions, and performance metrics
• Generate regular service performance reports and provide actionable insights for improvement
• Assist in capacity planning, resource allocation, and workflow optimization
• Support IT audits, asset management, and documentation of IT processes
• Facilitate clear and timely communication between end-users and technical teams
• Contribute to the continuous improvement of IT Service Management (ITSM) processes
• 1–3 years of experience in IT support, helpdesk, or service coordination roles
• Bachelor’s degree in Computer Science, IT, or a related field
• Familiarity with ITSM tools such as Jira Service Management, ServiceNow, or similar ticketing systems
• Understanding of incident management, escalation processes, and SLA tracking
• Strong documentation, reporting, and data tracking skills
• Basic understanding of IT infrastructure, systems, and support processes
• Strong organizational and coordination abilities
• Excellent verbal and written communication skills
• Ability to multitask and manage competing priorities under pressure
• Attention to detail and problem-solving mindset
• Familiarity with ITIL practices and service management frameworks
• Strong collaboration and stakeholder management skills