Position: IT End User Support

Job Purpose:

• Provide on-site IT support to Mustard & Linen Interior Design users.
• Act as the primary point of contact for troubleshooting and resolving IT issues.
• Maintain and monitor the company’s network infrastructure, telecommunication systems, and circuits to ensure seamless workflow.

Roles & Responsibilities:

✅ IT Support & Troubleshooting

• Provide technical support for desktop hardware, software, and design tools (AutoCAD, SketchUp, Revit, 3D rendering tools, project management platforms).
• Install, configure, and maintain desktop computers, printers, Microsoft Office applications, virus protection, and network security.
• Address network, telecommunication, and application-related issues for on-site users.

✅ System Security & Compliance

• Implement cybersecurity best practices, monitor vulnerabilities, and protect client/project data.
• Ensure IT systems align with regulatory and operational standards.

✅ IT Asset Management

• Maintain an inventory of IT equipment (hardware, software, telecommunication devices).
• Manage the lifecycle of IT assets, from acquisition to disposal.

✅ Operational Efficiency & Process Automation

• Assist in developing applications/tools (databases, macros, templates) to automate workflows.
• Maintain detailed system configurations for IT infrastructure.

✅ Performance Monitoring & Vendor Management

• Ensure optimal network operation and IT service performance.
• Provide quality IT support and meet SLA & KPI targets.
• Assist in managing outsourced IT service providers and supplier contracts.
• Enforce desktop standard configurations, documentation, and procedures.

Key Performance Indicators (KPIs):

📌 User Satisfaction Level
📌 Resolution Rate of IT Issues
📌 Compliance with SLA & KPI Targets
📌 Operational Efficiency & IT Security Compliance

Skills & Qualifications:

📌 Technical Expertise:

• Knowledge of IT Service Desk operations, antivirus/security systems, and backup systems.
• Strong understanding of ITIL frameworks or similar service delivery systems.
• Ability to troubleshoot, analyze, and resolve IT issues efficiently.

📌 Soft Skills:
✔ Strong analytical and problem-solving skills.
✔ Excellent technical and non-technical communication.
✔ Ability to build trust and confidence with users.
✔ Vendor & team management experience.

📌 Education & Experience:
🎓 Bachelor’s degree in Computer Science, Engineering, or a related field.
💼 Prior experience in IT support, networking, and security systems preferred.