Role Profile

The role holder will be responsible for monitoring and maintaining computer hardware, software systems, networks and other peripheral equipment to ensure optimal performance so that end users can maintain a high level of productivity while getting maximum benefits from them. He/she will provide technical support and assistance to staff within the business, ensuring the security and integrity of computer operations and systems per the organization’s strategic plan & IT plan.

The IT Support Officer will deliver quality and customer-focused service concerning the delivery of IT systems and hardware.

Minimum Requirements & Key Skills:

• Bachelor of Science Degree in Computer Engineering, Computer Science, IT, Telecommunications or related field;
  
• A minimum of 5 years relevant work experience providing IT support in a corporate or high paced environment;
  
• Experience conducting business requirements gathering & analysis and providing the relevant technical support to meet these needs;
  
• Certificate in Database Administration or Development;
  
• Good understanding of current IT security and data protection standards;
  
• Good understanding of Cloud and mobile technology;
  
• Good interpersonal skills and proven ability to work in a highly team-oriented;
  
• Demonstrated understanding of IT Management;
  
• A demonstrated passion for learning new technologies;
  
• Strong troubleshooting and critical thinking skills with the ability to investigate issues and requirements and identify and prioritise appropriate solutions;
  
• Ability to build professional relationships with key stakeholders and staff.
  

Competencies & Skills

• Natural Problem Solver;
  
• Technical Competence;
  
• Team Orientation;
  
• Innovative Thinking;
  
• Relationship Building;
  
• Tech Savvy.
  

Role Profile

The role holder will be responsible for monitoring and maintaining computer hardware, software systems, networks and other peripheral equipment to ensure optimal performance so that end users can maintain a high level of productivity while getting maximum benefits from them. He/she will provide technical support and assistance to staff within the business, ensuring the security and integrity of computer operations and systems per the organization’s strategic plan & IT plan.

The IT Support Officer will deliver quality and customer-focused service concerning the delivery of IT systems and hardware.

Minimum Requirements & Key Skills:

• Bachelor of Science Degree in Computer Engineering, Computer Science, IT, Telecommunications or related field;
  
• A minimum of 5 years relevant work experience providing IT support in a corporate or high paced environment;
  
• Experience conducting business requirements gathering & analysis and providing the relevant technical support to meet these needs;
  
• Certificate in Database Administration or Development;
  
• Good understanding of current IT security and data protection standards;
  
• Good understanding of Cloud and mobile technology;
  
• Good interpersonal skills and proven ability to work in a highly team-oriented;
  
• Demonstrated understanding of IT Management;
  
• A demonstrated passion for learning new technologies;
  
• Strong troubleshooting and critical thinking skills with the ability to investigate issues and requirements and identify and prioritise appropriate solutions;
  
• Ability to build professional relationships with key stakeholders and staff.
  

Competencies & Skills

• Natural Problem Solver;
  
• Technical Competence;
  
• Team Orientation;
  
• Innovative Thinking;
  
• Relationship Building;
  
• Tech Savvy.
  

Key Responsibilities:

• User management: Provide person to person telephone or in-person support to troubleshoot, support to troubleshoot, diagnose and resolve common end-user issues. Manage ICT Help Desk and make sure issues are attended to and resolved most efficiently within the laid down turnaround time. Diagnose any user faults, email configuration and mailbox creation; Log bugs and enhancement requests from the staff; Perform hardware and software installations, configurations and updates as needed. Provide introductory or refresher online & classroom training for company products.
  
• Hardware Management: Lead the configuration and installation of new/replacement PC, server, and peripheral hardware, including printers, projectors, scanners etc. Installation and support of new networking hardware eg switches, wireless access points including network fault diagnosis. Recommend best hardware type and specification for end-users best suited for their scope of work and changing business needs. Advise and recommend write-off to dispose of obsolete computers per the organization’s ICT policy.
  
• Software Management: Support installed systems and applications while facilitating diagnosis for software faults. Undertake proactive research into system upgrades; Manage and configure wireless and telephone systems within the business. Install, troubleshoot and maintain standard licensed desktop operating systems & software applications like Microsoft Office suite etc.
  
• General Support: Log and respond to calls on the helpdesk and where required escalate to the technology leading team. Provide telephone, email and face to face support to the staff. Write and maintain system documentation. Liaise with external support suppliers to resolve issues when required.
  
• IT Security: Ensure security of IT infrastructure, maintenance/monitoring of antivirus, patching and network monitoring. Ensure system and data security is maintained at a high standard, guaranteeing the integrity of the network is not compromised.
  
• Technical Sourcing: Work collaboratively with the Administration Officer to monitor the stock of the hardware including maintenance and resupply – ensuring the business has the appropriate stocks of spares and hardware at all times.
  
• Any other duties within the technology team as assigned by the Country General Manager.