Technical Support Officer (MIS/IT 4)

JOB PURPOSE

Reporting to the Manager, Enterprise Application & Client Support, the Technical Support Officer provides first-level technical support across multiple locations and platforms to include diagnosing and repairing faults, resolving network issues and installing and configuring hardware and software. He/she shall be responsible for recording, monitoring and maintaining reported ICT issues. 

CORE FUNCTIONS:

• Maintain the use of agreed methods, tools and reference material to drive efficiency and consistency within the Unit 
• Manage the first point of contact and day-to-day technical support to end users/clients
• Take ownership of user problems, follows up on the status of problems on behalf of the user, and communicate progress in a timely manner 
• Analyze and resolve end-user hardware and software computer problems in a timely and accurate fashion, and provide end-user training where required 
• Monitor and maintain client issues using helpdesk software 
• Create and implements temporary solutions until permanent solutions can be executed
• Escalate complex ICT problems to the appropriate process owner when necessary
• Document problem status and resolution in tracking log/system 
• Identify recurring and potential problems and notifies team members 
• Check network and communication systems as scheduled for issues, recommend changes and install fixes as per approval 
• Set up and configure end-user desktop and laptop computers as needed
• Maintain network facilities in individual machines, such as drivers and settings of personal computers as well as printers 
• Troubleshoot and repair desktop computers, printers, routers, switches, firewalls, phones, laptop computers and Smart Phones 
• Perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications 
• Initiate third (3rd) party vendor support requests if required 
• Create and implement temporary solutions until permanent solutions can be executed
• Provide technical support to meetings/events that include video and telephone conferencing 
• Contribute to documentation related to ICT standard operating procedures and a resolution knowledge database 
• Explain service procedures to users/clients and report breaches of policies and guidelines
• Monitor and communicate system status to internal management and the Hardware and Network Administrator 
• Identify user/client training needs basing on common problems 
• Maintain the physical environment for network hardware by ensuring that the area and equipment are safe and secured and are conducive for the storage and operation of the equipment 
• Communicate updates on issues in a timely manner to ensure customer satisfaction and productivity 
• Recommend procedures and controls for service improvements, as well as ideas for improving queue time, and first contact resolution 
• Collaborate in the development of service level agreements and takes steps to meet or exceed targets 
• Clean computer and electronic hardware by removing dust build-up
• Ensure that cables are properly installed, are not safety hazards and do not comprise the aesthetic of the work environment 
• Assist in the deployment of new or upgraded software and hardware 
• Assist with the maintenance of the Region’s physical devices and software
• Assist with devising measures to mitigate system downtime, disaster exposures and violations detected 
• Assist with tracking software, hardware and licensing inventory 
• Assist with off-hour emergencies and time-sensitive issues when required including those at the data center 
• Prepare and submit individual work plans 
• Perform any other duties that may be required from time to time

REQUIRED QUALIFICATION & EXPERIENCE:

• Bachelor of Science Degree in Computer Science, Information Technology or equivalent from a recognized tertiary institution 
• Two (2) years experience in a related field 

REQUIRED KNOWLEDGE, SKILLS & COMPETENCIES:

Core 

• Good human relations and interpersonal skills 
• Good planning and time management skills 
• Ability to use own initiative to meet objectives and deadlines 
• Excellent written and verbal communication skills 
• Good decision-making and critical thinking skills 
• Strong analytical and problem-solving skills 
• Ability to prioritize among conflicting demands 
• Excellent skills in teamwork and cooperation 
• Ability to work harmoniously with a diverse group of people at various levels externally and internally 
• Excellent integrity/ethics exercised in the performance of duties 
• Maintains a high level of productivity and self-direction 

Technical 

• Working knowledge of mobile device configuration and support 
• Familiarity with computer systems from an end-user perspective 
• Broad knowledge of computer hardware, network operations and maintenance
• Excellent knowledge of Windows Operating Systems, diagnostic skills and a working knowledge of current technologies and emerging trends 
• Knowledge of Microsoft Security essentials 
• Knowledge of standards and procedures in the installation, repair and maintenance of hardware 
• Knowledge of telecommunications systems 
• Extensive knowledge of Windows 7,8, 10, Linux Fedora, MINIT, Ubuntu 

SPECIFIC CONDITIONS ASSOCIATED WITH THE JOB:

• May be required to work beyond normal working hours, including weekends and public holidays 
• Must be willing to report for duty at any time of the day or night 
• Ability to work under pressure within a fast-paced environment and with minimum supervision 
• May be required to travel within and outside of the parish to execute duties
• Occasional exposure to dust and lifting of heavy equipment 

NB: ONLY SHORTLISTED APPLICANTS WILL BE CONTACTED.