As an Onsite Helpdesk Technician, you will fulfil a crucial role in maintaining a proactive, reliable, and user-friendly IT support environment in our Malta office. Your responsibilities will encompass support for IT and AV experience onsite, facilitating issue resolution for users, maintaining equipment and services, and contributing to efficient day-to-day office operation.

You will collaborate closely with the established CorporateIT team and receive support from both remote and onsite team members. This position requires independence and initiative in daily operations, whilst providing the benefit of working alongside the CorporateIT team to share responsibilities and manage peak workloads together.

Responsibilities

User Support & Troubleshooting

Assist users with configuration and troubleshooting of computers (Windows 11, macOS), mobile devices (Android, iOS), and peripherals.
Provide first-line troubleshooting, escalate when appropriate, and proactively help identify recurring issues in workstations, meeting rooms, and communal areas.

Workstation & Meeting Room Maintenance

Support the maintenance of end-user workstations, displays, docking stations, peripherals, and cabling.
Conduct scheduled inspections to ensure equipment remains operational and assist with meeting-room and AV preparedness.

Asset Management & Stock Handling

Help manage IT and AV assets utilising Jira Asset Management as the asset-management platform.
Support device lifecycle activities including onboarding, offboarding, inventory verification, and foundational audits under supervision.

Stock & Vendor Coordination (Support Level)

Assist with monitoring inventory levels of hardware and peripherals.
Support warranty and repair procedures by compiling information and coordinating internally with appropriate departments.

Onsite IT Presence

Serve as a visible and approachable onsite IT representative during office hours.
Deliver prompt assistance to users and help sustain a positive IT experience within the office environment.

Technical & Team Collaboration

Collaborate with the team, adhering to established SOPs and escalation protocols.
Support troubleshooting activities whilst maintaining compliance with security and regulatory standards.

Onboarding & Offboarding Support

Assist with onboarding and offboarding procedures to facilitate efficient equipment provision and return for users.
Help communicate essential IT policies, configuration procedures, and best practices to users.

Executive & User Support

Deliver attentive and professional support to all users, including senior management, ensuring concerns are addressed respectfully and efficiently.

Documentation & Knowledge Sharing

Contribute to maintaining documentation for frequent issues, standard procedures, and office configurations.
Help ensure records remain accurate and support continuous improvement of local operational processes.

AV & Teams Rooms Support

Assist with Microsoft Teams Rooms and AV equipment under supervision.

Requirements

Background & Experience

• IT-related education or equivalent experience is advantageous.

• Prior experience in IT support or helpdesk functions is beneficial but not mandatory.

• Internal experience within Customer Service, KYC, or comparable operational roles will be considered favourably.

Technical Skills (Learning-Oriented)

• Fundamental familiarity with Windows, macOS, mobile devices, and office IT equipment.

• Willingness to develop knowledge in asset management, MDM solutions (e.g., Intune), and Microsoft 365 applications.

• Experience with ticketing systems (Jira, ServiceNow) is beneficial.

Interpersonal Skills

• Exemplary customer-service orientation and superior communication abilities.

• Comfortable interacting with users across all organisational levels in a courteous and professional manner.

• Patient, approachable, and solutions-focused.

Organisation & Problem-Solving

• Methodical and structured approach to task management.

• Commitment to professional development, enquiry, and process enhancement.

• Capability to manage physical IT responsibilities (equipment handling) with appropriate care.

Onsite Reliability

• Dependable and punctual, with consistent onsite availability during designated office hours.

Summary

This position is ideally suited for candidates demonstrating excellence in customer interaction, process awareness, and problem-solving, with a genuine interest in technology.
The role presents a structured professional development pathway into IT support, with progressive responsibility advancement, whilst contributing meaningfully to the operational success of the Malta office during essential onsite business hours.