Job Title: IT Support Officer
Job Descriptions

  • 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
  • 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
  • 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

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 DevOps tooling (Chef, Puppet, etc.)
  • Experience with deployment and management of open source Network resources and tools (OpenVPN, Logstash, Zenoss, Nagios, etc.)
  • 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
  • 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)
  • Good level of autonomy
  • 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.

How to Apply
Interested and qualified candidates should forward their CV’s to:

Application Deadline  7th February, 2017.


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