IT Officer, Support

Role summary

Reporting to the Senior Officer, IT Support, the successful candidate will be responsible for assisting the Senior Officer, IT Support, in troubleshooting technical issues, providing technical support to end-users, and assisting in the installation, configuration, maintenance, and documentation of IT systems. This role will involve the smooth operation of computer hardware, software, and peripherals, and to maintain efficient computer networks.

This roles main responsibilities include: –
Technical Support:

•  Ensure adherence to standard operating procedures and protocols for ICT support activities, ensuring consistency and quality in service delivery
•  Ensure full adherence to the organization’s Technology SLAs, providing timely and effective technical support to meet agreed-upon service levels.
•  Assist the Senior Officer, IT Support in identifying and resolving technical issues related to computer hardware, software, and peripherals.
•  Diagnose problems and provide solutions to resolve technical issues effectively.
•  Provide technical support to end-users by answering questions, providing guidance, and helping with issues related to hardware, software, and peripherals.
•  Work under the direction of the Senior Officer, IT Support to ensure timely and effective resolution of end-user problems.
•  Installation and configuration of software and hardware for end-users, including operating systems, productivity software, and network equipment.
•  Configure, install, and maintain desktops, laptops, printers, and other ICT hardware as per the SOPs
•  Follow the direction of the Senior Officer, IT Support to ensure proper setup and configuration of IT resources.

Monitoring and Maintenance of Systems:

•  Implement and adhere to the ICT service management plan to ensure efficient delivery of ICT services and support
•  Monitor and maintain network infrastructure, including switches, routers, and access points as per the management plan
•  Maintain and update computer systems, software, and hardware to ensure they are up-to-date and functioning correctly.
•  Work under the direction of the IT Support Officer to perform regular maintenance tasks and updates.
•  Troubleshoot network connectivity issues and ensure the reliability and security of network services as per the SLA
•  Monitor computer networks, such as LANs and WANs, to ensure they are functioning correctly and efficiently.
•  Follow the direction of the Senior Officer, IT Support to identify and address network issues as they arise.
•  Maintain full adherence to the ICT asset management plan, accurately tracking and managing ICT assets throughout their lifecycle.
•  Work under the direction of the IT Support Officer to maintain accurate records of IT assets.

User Training and Documentation:

•  Provide training and assistance to users on ICT tools, systems, and best practices.
•  Develop and maintain user documentation, knowledge base articles, and troubleshooting guides for all systems.

Carrying out any other duties that may be given at the discretion of the management

Education, qualifications, essential skills, knowledge, and experience

•  Diploma in Computer Science, Information Technology or equivalent from a recognized institution.
• (Bachelor’s degree is an added advantage).
•  Recognized certification in enterprise IT
•  Minimum 3 years’ experience in providing technical support or IT assistance on systems, network, servers in a corporate organization
•  Strong knowledge of hardware, software, and network troubleshooting techniques
•  Familiarity with ICT systems, including operating systems (Windows, macOS, Linux), productivity software, and business applications.
•  Experience with network infrastructure components, such as switches, routers, and firewalls.
•  Excellent communication and interpersonal skills, with the ability to interact effectively with users at all levels of technical proficiency.
•  Strong problem-solving abilities and attention to detail. 

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