Job Responsibility

Job Duties

• Respond to troubleshooting issues raised by end users and understand the issues/ technical problems and resolve the issues within stipulated timelines
• Co-ordinate with the vendors to understand the nature of the problem, and the resolution to be provided and communicate the same to the end-users along with the expected resolution time
• Maintain documentation for troubleshooting calls, document problems and solutions implemented for future reference
• Analyse issue resolution to identify common trends, conduct root cause analysis, and resolve repeating issues
• Configure/ install hardware, peripherals, and software applications in accordance with project / operational requirements
• Ensure security applications such as endpoint protection products and operating system updates are updated/renewed in all computers and security best practices are followed
• Schedule daily operations such as backup, file archive, etc., and execute the jobs as per the schedule
• Track employee exits and ensure that IT assets allotted are collected back, check the condition of assets, and provide inputs on recoveries, etc.

Requirements

Experience

• 2 to 3 years of experience in a job related to ICT help desk support, handling daily operations of an ICT function, or coordinating ICT services and project
• Experience in handling a help desk system will be an added advantage

Technical Knowledge

• Ability to manage Windows active directory, DNS, DHCP, and file servers
• Understanding of virtualization platforms and cloud hosting
• Experience in handling networking devices including Cisco switches, Mikrotik routers, Unifi access points
• Basic knowledge of help desk systems and ITIL framework

Qualifications

• A bachelor’s degree/ diploma in ICT and professional qualification in information technology such as CCNA, MCP, MCSA, MCSE, RHCSA

Behavioral competencies

• Communication
• Teamwork and collaboration
• Client orientation

Travel requirements

• The ICT support officer will be expected to travel and be located at different local sites for short- and long-term engagements.