TechnicalSupportOfficer

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 **Requirements** * 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 probl