IT Support Specialist (Bishoftu)

Job Summary
As an IT Support Specialist at Holland Dairy, you will ensure smooth day-to-day IT operations, support employees with their technical needs, follow-up & monitor for stable connectivity and contribute to maintaining a secure and reliable IT environment. You will carry out preventive and corrective hardware and software maintenance, monitor and control CCTV systems, and support other IT devices across the company. This position provides opportunities to grow your expertise in IT infrastructure, physical security technology and emerging technologies.
Main Duties & Responsibilities

• Respond promptly to employee technical support requests, addressing hardware, software, network, and other issues.
• Troubleshoot and resolve problems effectively, ensuring minimal downtime for users.
• Document support requests, resolutions, and troubleshooting steps in a structured and detailed manner for future reference.
• Escalate complex or unresolved issues to Line Manager when necessary.
• Install, configure, inspect, troubleshoot, repair, and maintain computers, laptops, printers, scanners, and other IT equipment.
• Monitor and manage the IT inventory, ensuring accurate records of hardware, software, and licenses.
• Deploy, update, patch, troubleshoot, and maintain operating systems, productivity tools, antivirus solutions, and industry-specific software.
• Perform scheduled preventive maintenance, cleaning, diagnostics, component replacement, and performance checks to reduce equipment downtime.
• Maintain service records, warranty details, software licenses, patch status, and repair history for all assigned hardware and software.
• Monitor, operate, and routinely inspect CCTV cameras, network video recorders/digital video recorders (NVR/DVR), storage, displays, and related accessories to ensure continuous operation and recording.
• Troubleshoot CCTV connectivity, image quality, power, storage, and recording issues; escalate security incidents or major faults to the IT & Business Systems Manager, Security Manager and authorized MT.
• Manage authorized user access to CCTV systems and support secure retrieval/export of footage in accordance with company policy, privacy requirements, and approved requests.
• Control, maintain, and track other IT devices, including access-control devices, biometric attendance devices, UPS units, projectors, meeting-room equipment, routers, switches, and wireless access points.
• Keep an up-to-date device register and maintenance log, and promptly report damaged, missing, or malfunctioning equipment.
• Assist with monitoring and maintaining network infrastructure, including LAN/WAN, Wi-Fi, VPN, and firewalls.
• Conduct basic troubleshooting of connectivity issues and escalate critical problems to the IT Manager.
• Participate in network upgrades, patching, and optimization efforts.
• Support the implementation and maintenance of IT security protocols to protect company data, systems, and networks.
• Report potential security incidents promptly and assist in resolution efforts.
• Ensure compliance with company IT policies and industry best practices**.**
• Maintain detailed and organized documentation of IT systems, configurations, and procedures.
• Create and update user guides or FAQs to assist employees with common IT tasks.
• Provide basic IT training to employees to enhance their understanding of technology tools and processes.
• Stay updated on emerging technologies and IT best practices to identify opportunities for improvement in our IT systems.
• Participate in team projects, including technology upgrades, system rollouts, and process optimizations.
• Collaborate with the IT & Business Systems Manager to explore new tools, platforms, and solutions that align with business goals.

• BSc Degree in Computer Science, Information Technology, or a related field.
• Minimum 3 years of experience
• Strong knowledge of computer hardware, software, and networking principles.
• Experience with Windows and Linux operating systems.
• Excellent troubleshooting skills.
• Strong communication and interpersonal skills.
• CompTIA A+ certification or equivalent.
• Experience on MS. Office 365 administration