Expected End Results (“WHAT”)(List the expected end results that must be achieved in order to fulfill the job purpose
Supporting Activities (“HOW”) (What are the key activities undertaken to achieve the desired end results?
Provide IT support to departments and teams
Routine maintenance on all systems (internet and telephony) on a regularly scheduled basis
Upgrades as required to ensure smooth workflow
Troubleshooting as dictated by priority needs
Provide advice on best practices and quick fixes
Assist in the planning, implementation and monitoring of project(s) as instructed by the IT manager
Provide feedback and suggestions on project design
Timely completion of assigned tasks according to project schedules
Regular reporting and escalation of potential issues to the IT Manager
Adherence to budget, schedule and standards to be met and monitoring these throughout the project
Understand budget cycle and ordering process
Furnish IT solutions (internet, telephony, hardware and software) in accordance with company budget, timeframe, policies, protocols and procedures
Provide regular and timely feedback, escalating problems and proffering solutions
DIMENSIONS
Familiarity with PBX, IP telephony, call centre management
Excellent PC hardware hands-on experience
Ability to perform hands-on tasks (wiring etc..)
Familiarity with common windows operating systems (7,8,10, 2012)
Familiarity with common Linux operating systems (Ubuntu, Debian, Redhat)
Hands-on experience with MS Active directory, client and server sides
Hands-on experience with Cisco routers and switches
Familiarity with online helpdesk systems
Familiarity with project management systems
Excellent knowledge and experience with Google Apps, including account administration, directory sync services and advanced troubleshooting
Other DimensionsNo. of direct reports: 0 (Direct)No. of partners/ vendors: 0No. of office location: 2 plus remote supportSKILLS & KNOWLEDGEEducational Qualifications & Functional / Technical SkillsBachelor’s or Master’s degree in a computer science, MIS or similar. Coursework for either degree can include computer engineering, programming, networking, mathematics or database management.Relevant ExperienceThree or more (recent) years of IT hands-on work experienceOther requirements (Behavioral etc.)
Excellent organizational and time-management skills
Great problem-solving skills
Understanding of complex information and requirements
Good communications skills.
Good interpersonal skills
Service-oriented
Detail-Oriented
Quick learner, able to follow and execute project plans.
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