Job Summary

• The IT Support Officer provides technical assistance and support to end-users within an organization, resolving IT-related issues and ensuring smooth operation of computer systems, networks, and software applications. They are responsible for responding to user inquiries, troubleshooting problems, and diagnosing issues via phone, email, or in person. Additionally, they install, configure, and maintain hardware and software components, including computers, printers, and peripherals. The IT Support Officer also documents support activities, solutions, and procedures, and provides training to end-users on IT tools and systems.

Job Responsibilities 1

• Assist user in diagnosing, resolving, and documenting hardware and software problems timely and accurately.
• Achieve internal SLA's for support
• Perform system backups and recovery on timely basis.
• Perform on-site analyze, diagnosis, and resolution of complex computer problems for a variety of end users and recommend and implement corrective hardware and software solutions, including off-site repairs
• Assist with Server installations and setups as well as resolution of server end problems.
• Assist with the administration of Client end Installations.
• Assist in network connectivity troubleshooting and firewall maintenance
• Install Complex Software for Desktop Management. This includes Asset Management, Antivirus and Spam filtering software, Desktop Maintenance.
• Configure and install personal computer software packages, software upgrades, PC Support, Operating System upgrades and maintenance.
• Identify and correct operational problems on employee computers systems.
• Update tickets using Service Desk application based on the SLA and SOP

Skills

Job Knowledge & Skills

Knowledge and ability to troubleshoot hardware and software

Knowledge of Hardware /software configuration, maintenance, procedure etc.

Knowledge of techniques use in applications Knowledge of the office procedure

Knowledge of computer applications and software processing.

ERP knowledge preferably SAP functional skills are a requirement to be successful in this role.

Job Experience

Minimum 5 year(s) working experience, 3 year(s) relevant working experience, 2 year (s) GCC is a plus

Competencies

Collaboration

Accountability

Resilience

Quality

Leadership

Service Level Agreements L2

Applications Systems Architecture L2

Applications Development Standards and Procedures L2

Applications Database Knowledge L2

Applications Operational Knowledge L2

Education

Bachelor's Degree in Computer Science or any related field