Main Purpose of the Job
Responsible for carrying out a range of activities in order to provide first line technical support for the organisation’s ICT infrastructure, networks, systems and applications, thus maximising availability and end user satisfaction.
Core Accountabilities and Responsibilities
- Test and trouble shoot organisations ICT network, applications and infrastructure under supervision and instructions from relevant Manager.
- Install, maintain and trouble shoot software to maximise availability.
- Install computers, peripherals, and ICT connectivity for end users.
- Perform repairs on computer and equipment within areas of competence.
- Respond to end user queries and requests for assistance and support.
- Install network and physical infrastructure, tests and commissions.
- Train end users on use of hardware and software.
- Assist with data management, backup, storage and disaster recovery processes.
- Maintain stocks and records of computer related equipment and supplies.
- Install consumables.
- Work, and liaise closely, with vendors, contractors and third-party suppliers on installations and upgrades, maintenance and trouble shooting.
- Provide call centre services and respond to end user queries and requests for assistance.
- Make recommendations for ICT systems and installation up-grades and designs.
- Respond to emergencies and operate on stand-by to provide timely support to technical issues as required.
- Maintain logs and records of activities in order to track access, incidents, upgrades, licences, etc.
- Ensure that ICT assets are correctly identified and labelled and liaise with Finance function to ensure that equipment is correctly maintained on asset register.
- Visit sites, test equipment, install up-grades and resolves technical queries within areas of competence.
- Liaise with telecommunications and ISP providers to maximise the available telecommunication network and band width to meet the organisation’s business needs.
- Liaise with Manager, Cyber Security to ensure that all installations are adequately protected.
Qualifications: Bachelor’s degree in Cyber Security, Computer Science, Information Technology, Information Systems, Management Information system, Mathematics, Statistics or equivalent is strongly preferred.
Certifications such as Cisco Certified Network Associate and Fortinet Certified Administrator or equivalent. Experience: Experience working in an ICT environment would be an added advantage, and familiarity with Cisco and Fortinet technologies is required. Experience with help/service desk will be an added advantage Competencies: Analytical thinking and diagnostic skills
Planning, organisation and budget management
Results and business focus
Communication and customer service skills
Proactive and initiative
Ability to work without close supervision
Closing date: 30th December 2024