Job Description
Ensure end-users are fully enabled to meet the organisations strategic objectives via the use of IT.
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Prioritize and schedule problems resolution. Escalate problems (when required) to the IT Services Manager.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Test fixes to ensure problems have been adequately resolved.
Perform post-resolution follow-ups to help requests.
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Develop help sheets and frequently asked questions lists for end users.
Email User creation, configuration and management.
Basic training of users and creation of manuals to aid use of Email and other standard applications
Attend to incoming requests from end users via telephone and e-mail in a courteous manner.
Professionally represent the infrastructure team as a technical consultant on projects.
Maintain the necessary project plans and documentation of all system builds and modifications
Escalate and Pursue resolution of persistent issues or service failures through the Business Development Manager, Hospital IT
Qualifications/Requirements
Degree in a related IT discipline with minimum of 2 years relevant IT Experience.
Certifications in Microsoft/Cisco/ITIL an advantage.
Experience with desktop and server operating systems i.e. Windows / Cisco Network Environment.
Ability to conduct research into a wide range of computing issues as required.
Solid technical background in a hosted services environment including infrastructure networks, hardware, software and telecommunications
Ability to identify incident trends in order to elevate incidents in accordance with standard protocols
Able to gather relevant information systematically to troubleshoot and resolve issues
Ability to work in a team environment
Good analytical, problem solving and decision making skills
Ability to maintain good working relationships with third party service providers and vendors
Broad knowledge of technical, developmental, application, business and current trends in IT.
Highly mature with strong interpersonal skills
Interested candidates whose skills and capabilities match the job profile should send their CV subject: “Infrastructure Support Engineer” to: hr@jnciltd.com
Apply via :
hr@jnciltd.com
