IT Support Officer

Application Deadline Feb 7, 2017

Job Description

Development of enterprise standards and technology architecture and the IT operations governance process
Ensure processes are followed and IT projects are well driven for success
Participate in the IT strategic plan
Manage licensing and maintenance contracts
Maintain compliance as well as best practices in application and network security.
Develop and manage Information Systems processes and tools across the group.
Frontline incident and request management
Monitor the ticketing system for incoming requests, process issues – log issues and track even when users come directly to you
Document issues, analysis, progress, solution in the ticketing system
Contribute to team knowledge management by documenting troubleshooting and problem resolution steps
Provide basic in-house training in softwares and applications used company wide – MS Office applications used (Word, Excel, Outlook, PowerPoint), GSuite, Skype, BlueJeans Dropbox, onedrive etc
Setup and configure work tools for new and existing employees
Manage asset inventory and anticipate hardware needs
Proactively identify end of life of workstations and coordinate replacement
Oversee all IT infrastructure implementation, system upgrades, disaster recovery and operational troubleshooting
Ensure systems availability and corresponding support processes based on ITIL;
Plan, install and maintain systems and networks (LAN/WAN)
Management of voice and data networks, video conferencing system, mobile phones and tablets
Manage stakeholders/3rd Party Vendor
Communicate with vendors and service providers to ensure all services are functioning normally and are cost effective.
Works closely with and manage strategic vendor partner relationships.
Efficient support to users including senior management and executives
Escalate to central teams when required, take ownership and represent the user to ensure the requests are processed
Communicate to the user on progress in a timely manner

Educational Qualifications & Functional / Technical Skills

A first Degree in Computer Science/Engineering, or Electronic, Telecommunications and any Physical science.
Relevant Experience (Type of experience and minimum number of years 3-5 year experience in IT Support or similar role, in a fast-paced though structured environment (processes)
Experience with UNIX/Linux system administration and web server configuration.
Comfortable with scaling production systems and technologies, for example load balancing, monitoring, distributed systems, and configuration management
Basic scripting skills in PHP or Python
Experience planning/deploying/running various types of AWS infrastructure (Route 53, S3, EC2, VPC, RDS, etc)
Experience with DevOps tooling (Chef, Puppet, etc.)
Experience with deployment and management of open source Network resources and tools (OpenVPN, Logstash, Zenoss, Nagios, etc.)
Very strong technical background with a flair for technology management
Excellent knowledge on Desktop OS (Windows 7/8/10, Ubuntu, OS X) Installation, Configuration and troubleshoot end user problems.
Experience using and troubleshooting popular email clients e.g. outlook within a network environment (permissions, calendar sharing, delegation)
Good knowledge and experience of mobile phones (Blackberry, iPhone, Android, etc.) for system configuration (email settings, certificates deployment, application installation, etc.)
Passionate about Customer Service.
Knowledge of network configuration (DNS, TCP/IP, PABX, Routers and Switches) and other networking concepts.
Planning, analytical and project management skills
Ability to write technical documentation to feed the Service Desk knowledge database
Knowledge of a ticketing system and Service Desk procedures.
Exposure to ITIL concepts and adoption.
Working knowledge of Microsoft Office Suite: Excel, Word, Visio, Access (relational database structures), and PowerPoint
Excellent communication and reporting skills
Good level of autonomy