Senior IT Support Officer

Job Summary

The Senior IT Support Officer provides an efficient and effective ICT Technical Support Service. This position diagnoses, resolves, and documents hardware and software problems timely and accurately. Maintains the stable operation of the in-house / On Site computer systems which includes installing, configuring, troubleshooting and maintaining hardware and software and provide end user support where required.

Job Responsibilities 1

Assist with the administration of Client end Installations.

Assist in network connectivity troubleshooting and firewall maintenance

Install Complex Software for Desktop Management. This includes Asset Management, Antivirus and Spam filtering software, Desktop Maintenance.

Configure and install personal computer software packages, software upgrades, PC Support, Operating System upgrades and maintenance.

Identify and correct operational problems on employee computers systems.

Update tickets using Service Desk application based on the SLA and SOP.

Assist in monitoring that daily backup systems and disaster contingencies are in place in the event of such faults to minimize disruption.

Continually conduct research and investigates new or improved ways of working to ensure the ICT system is operating at its most effective and efficient

Assist user in diagnosing, resolving, and documenting hardware and software problems timely and accurately.

Achieve internal SLA's for support

Perform system backups and recovery on timely basis.

Perform on-site analyze, diagnosis, and resolution of complex computer problems for a variety of end users and recommend and implement corrective hardware and software solutions, including off-site repairs

Assist with Server installations and setups as well as resolution of server end problems.

Assist user in diagnosing and resolving issue related to hard ware and software and other related IT concerns such as configuration and installation of server.

Monitor proactively and respond to ICT helpdesk tickets.

Provide day to day management of access to the ICT systems and services

Job Responsibilities 2

Additional Responsibilities 3

Job Knowledge & Skills

Knowledge of helpdesk system administration

Knowledge and ability to troubleshoot hardware and software

Knowledge of Hardware /software configuration, maintenance, procedure etc.

Knowledge of computer applications and software processing.

ERP knowledge preferably SAP functional skills are a requirement to be successful in this role.

Job Experience

Minimum 8 year(s) working experience, 5 year(s) relevant working experience, 2 year (s) GCC is a plus

Competencies

Education