Technical Support Officer

Company Overview

EXOS is a leading global reinsurance broker providing innovative and customized solutions designed to help businesses manage risk and achieve sustainable growth. With strong global expertise and a client-focused approach, EXOS partners with insurers and organizations to deliver tailored reinsurance strategies, strategic guidance, and reliable support across evolving markets.

Job Summary

The Technical Support Officer will provide first-line technical support to end users, ensuring timely resolution of IT issues related to desktops, laptops, printers, applications, and basic network connectivity.

The role involves troubleshooting incidents, fulfilling service requests, maintaining accurate ticket documentation, and ensuring customer satisfaction in line with defined SLAs.

Key Responsibilities

Provide Level 1 technical support via phone, email. Log, classify, and prioritize incidents and service requests based on impact and urgency. Troubleshoot and resolve issues related to:Windows OS (installation, troubleshooting, performance issues)MS Office / Outlook / Teams (basic user support)Hardware issues (PCs, laptops, monitors, peripherals)Printers and scanning problems (local/network printers)Internet/Wi-Fi connectivity and basic LAN troubleshooting Support O365 / Microsoft 365 basic administration (as per access): Outlook configuration, mailbox setup, basic troubleshooting Provide remote support using tools such as AnyDesk, TeamViewer, RDP, or similar. Escalate unresolved issues with full troubleshooting notes and evidence.Maintain accurate ticket updates, documentation, and closure notes.Follow ITIL best practices for incident, request, and problem handling.Assist in asset handling activities (handover, installation, replacement, inventory updates, and documentation).Support onboarding/offboarding activities (user setup, system readiness checks).Ensure compliance with internal security and IT policies.

Required Qualifications

Diploma/Bachelor’s in IT, Computer Science, or a related field (preferred). 1–2 years of experience in Help Desk / Desktop Support / IT Support. Good knowledge of (Windows 10/11 troubleshooting, Microsoft Office and basic O365 support, Printers troubleshooting, Basic networking concepts (IP, DNS, DHCP, ping, traceroute, Active Directory basic operations) Strong communication skills and customer handling.Ability to work under pressure and within SLA timelines.

Preferred / Nice-to-Have

ITIL Foundation (or awareness of ITIL processes)Basic knowledge of (Antivirus/EDR agent troubleshooting, VPN client troubleshooting, Basic application support (Chrome, Adobe, PDF tools)Experience in corporate/enterprise support environment

Skills And Competencies

Professional attitudeStrong troubleshooting mindsetGood documentation skillsTeam player with willingness to learnTime management and prioritization skills

Working Conditions

On-site supportMay require after-hours support during critical incidents

Benefits And Perks

A competitive compensation and benefits packageComprehensive medical insuranceContinuous learning and professional development opportunitiesClear career progression pathsA positive, inclusive, and collaborative workplace cultureEmployee engagement and wellbeing initiatives