IT Support Specialist

Technical Support:

• Prompt resolution of all computer hardware and software-related complaints/incidents.
• Prompt fulfillment of service requests to ensure the user returns to work satisfactorily.
• Follow established policies, processes, and procedures in the fulfillment of requests and resolution of incidents.
• Run diagnostic programs or tools for root cause determination and problem resolution.
• Ensure prompt escalation/ticket re-assignment of complex and/or unresolved incidents to the 2^nd Level Support for resolution, in line with agreed OLA.
  • Diagnose and resolve software and hardware problems or recurring incident that is disrupting the IT systems or services.
  • Perform user/system administration to enable end-users access systems and execute job functions.
  • Assist in the installation, updates, and/or upgrades of applications required for end-users to function optimally.
  • Carry out maintenance to ensure stable and secure applications and ICT infrastructure.
  • Responsible for inventory of all IT assets and set-up of work tools required for employee onboarding.
  • Maintain up-to-date documentation of all IT assets/inventory.
  • Ensure that all hardware delivered is properly checked and in line with the purchase order requirement.
  • Track reliability data against relevant service level agreements.
  • Perform routine maintenance on systems, applications, work/productivity tools, and devices to ensure reliability and information security policy compliance.
  • Ensure all operational documents and vendor supporting documents are up-to-date and maintained in the approved shared library repository/location only.
  • Systematically analyze performance data and communicate findings to the Line Manager and/or technical specialist.
  • Provide recommendations and suggestions on optimizing the unit’s operational performance to the Line Manager.
  • Assist in Coordinating and fulfillment of IT Projects and initiatives in the region.

IT Network Support:

• Deploy LAN/WLAN and internet-related equipment for operational use in the region.
• Configures, updates, and backups of all LAN/WAN/SAN and internet equipment.
• Completing Service Requests and resolving Incidents received from Service Desk as per operational guidelines.
• Cisco Telephone installation and support.
• Implement network related project under the guidance of the IT Network Unit.

IT Network & Security Support:

• Providing secure access to network services for all users.
• Implementation of proper and adequate levels of IT security across the organization, as per operating guidelines from the IT Security Unit.
• Ensuring adequate anti-virus software is available and installed on all IT equipment.
• Escalate incident and security risks, with recommendations for mitigation to the Line Manager and/or technical specialist.
• Implement security-related projects to assure a zero-security risk environment under the guidance of the IT Security Unit.

Data Center and Servers Support:

• Physical installation of all IT equipment in data centers and technical rooms.
• Responsible for maintaining the data center infrastructure and environment.
• Assist in the coordination and fulfillment of data center projects and initiatives.
• Responsible for vendor and 3^rd party provider management.