Job ResponsibilityROLE DESCRIPTION
Summary/Objective
The role will require an individual who enjoys working both with technology and with
people. This role will be solely responsible for all core IT support functions such as
desktop support and troubleshooting, timely employee onboarding + offboarding
technology processes, conferencing and communications solutions, hardware
procurement, asset and license tracking, internal systems, and network administration.
Key Responsibilities
1. Manages the following processes: Incident, Event, Problem, Access, and Request, as
well as project support, service delivery, service operation dashboards and managing
service level agreements (SLA).
2. Ensure that IT projects (including system updates, upgrades, migrations and outages)
are delivered on time and within scope by working closely with stakeholders and
developing detailed project plans to track progress.
3. Running regular checks on network and data security.
4. Establish and maintain company-wide policies pertaining to proper use and security
best practices.
5. Responsible for designing and continuously improving the processes for proactive and
reactive issue management.
6. Manage all software licensing.
7. Develop annual IT budget and quarterly forecasts.
8. Maintain the roadmap of business-driven projects and initiatives as well as driving
internal enhancements and innovations to the IT infrastructure.
9. Accurately testing, identifying, repairing, resolving, and documenting end user
technical issues regarding desktop/laptop support, printers, PDAs, and LAN cable
drops.
10.Expected to provide 1
st & 2
nd line IT support services to the end users ensuring that
all requirements are met within agreed service targets.
11.Troubleshooting and resolving software issues; reimaging computers/hard drives
Backing up and restoring settings and associated systems administration activities
12.Taking ownership of issues through to resolution on all appropriate requests.
13.Deploy & Manage Ticketing system in the company and categorize / prioritize end
user support requests and service requests by utilizing a Company ticketing system
to track tickets and provide up-to-date status and information.
14.Performing asset inventory activities as needed.
15.Trains and orients staff on use of hardware and software.
16.Recommends and / or performs upgrades/maintenance on systems (Workstations &
Printers) to ensure longevity.
17.Antivirus installation to all desktops and laptops
Competencies
Technical Skills:
o Excellent skills in user IT infrastructure - Desktops, Laptops, Printers, Handhelds,
VOIP, Smartphone etc. Strong technical skills in Microsoft Windows desktop operating
systems and business productivity applications i.e. Office.
o Administration experience of MS Active Directory users & groups, policies and
management concepts.
o Exchange/O365 support and configuration.
o Advanced understanding of Windows Server and ability to troubleshoot and correct
problems.
o Expert in with Microsoft Windows 8,10, Mac desktop/Laptop issues.
o Experience in Configuration and handling of Voip Services ? Experience in
Configuration and handling of Firewall services.
o Troubleshooting skills with network, firewall and telecommunication devices.
Business Skills
1. Excellent interpersonal skills, and people engagement skills. Able to listen and
understand with clarity and empathy, with no bias or prejudice.
2. Strong analytical skills to understand problems or obstacles employees are facing and
be able to find solutions and actions to help them. Able to clearly articulate employee
feedback to management and translate the data into action plans.
3. Strong in planning and execution, with a passion of seeing things done right, done on
time, and done well.
Required Education and Experience
1. 2 years of previous related experience required.
2. Relevant IT qualifications
Job RequirementsJob Benifits
