{"id":2867102,"url":"https://alion.io/job/fmr-agency-it-support","title":"IT Support","company":{"id":3898929,"name":"Fmr Agency","domain":"fmragency.com","url":"https://alion.io/company/fmr-agency","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Enugu, Nigeria"],"countries":["NG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"TCP/IP","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-19T00:00:00Z","employer_posted_date":null,"last_verified_at":"2026-10-19T00:00:00Z","board_verified":false,"closed_at":null,"days_open":4,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":4},"description":"Responsibilities:\n\nIT Support & Troubleshooting:\n\nServe as the first point of contact for all IT-related support requests.\nDiagnose and resolve hardware, software, network, printer, email, and connectivity issues.\nLog, track, and follow up on support tickets to ensure timely resolution.\nEscalate complex technical issues to the IT Support & Network Manager when necessary.\nProvide technical assistance and guidance to staff on IT-related issues.\n\nHardware & Software Management:\n\nInstall, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT equipment.\nInstall, update, and maintain operating systems and business applications.\nRepair or replace faulty hardware components where required.\nSet up and deploy IT equipment for new employees.\nEnsure all IT equipment remains functional and properly maintained.\n\nNetwork Administration:\n\nMonitor and maintain LAN, Wi-Fi, and internet connectivity across the resort.\nTroubleshoot network outages and connectivity issues.\nSupport the maintenance of switches, routers, access points, and other network infrastructure.\nAssist with network upgrades, expansion, and configuration.\n\nHospitality Systems Support:\n\nProvide technical support for the resort's Property Management System (PMS), Point of Sale (POS) systems, payment terminals, and other hospitality applications.\nEnsure uninterrupted operation of guest-facing technology systems.\nAssist staff with system-related challenges and provide user training where necessary.\n\nIT Security & Data Protection:\n\nInstall and maintain antivirus, endpoint protection, and other security software.\nEnsure operating systems and applications receive regular updates and security patches.\nSupport data backup and disaster recovery processes.\nAssist in protecting company and guest information from unauthorized access.\n\nPreventive Maintenance & Asset Management:\n\nConduct routine inspections and preventive maintenance of IT equipment.\nMaintain an accurate inventory of all IT assets.\nDocument support requests, solutions, recurring issues, and maintenance activities.\nRecommend equipment repairs, upgrades, or replacement where necessary.\nPrepare weekly and monthly IT support reports.\n\nVendor & Compliance Support:\n\nLiaise with external IT vendors and service providers for equipment repairs and maintenance.\nMonitor vendor performance and service delivery.\nEnsure compliance with the organization's IT policies, security standards, and procedures.\nSupport IT audits and compliance reviews.\nMaintain confidentiality of company, employee, and guest information.\n\nRequirements:\n\nBachelor's Degree or HND in Computer Science, Information Technology, Computer Engineering, or a related field.\nMinimum of 2 years' experience in IT Support, Help Desk, Network Administration, or a related role.\nExperience working in the hospitality industry is an added advantage.\nStrong knowledge of Windows operating systems and Microsoft 365.\nBasic knowledge of TCP/IP, LAN, WAN, Wi-Fi, switches, routers, and network troubleshooting.\nExperience with hardware installation, configuration, and maintenance.\nFamiliarity with POS, PMS, CCTV, payment terminals, or hospitality technology systems is an advantage.\n\n Key Performance Indicators (KPIs):\n\nIT support ticket resolution time.\nFirst-time resolution rate.\nSystem and network uptime.\nUser satisfaction rating.\nPreventive maintenance completion rate.\nReduction in recurring IT issues.\nIT asset accuracy.\nCompliance with IT security policies.\nDowntime of critical business systems.\nTimely completion of assigned IT projects.\n\nSkills & Competencies:\n\nStrong troubleshooting and analytical skills.\nExcellent communication and interpersonal skills.\nStrong customer service orientation.\n Ability to manage and prioritize multiple support requests.\nGood documentation and reporting skills.\nHigh level of integrity and confidentiality.\nStrong attention to detail.\nAbility to work independently and as part of a team.\nAbility to work effectively under pressure and respond to critical system failures.\nWillingness to work shifts, weekends, and public holidays when 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