Job Summary
The Senior IT Support Officer provides an efficient and effective ICT Technical Support Service. This position diagnoses, resolves, and documents hardware and software problems timely and accurately. Maintains the stable operation of the in-house / On Site computer systems which includes installing, configuring, troubleshooting and maintaining hardware and software and provide end user support where required.
Job Responsibilities 1
Principal Accountabilities
- Assists user in diagnosing and resolving issue related to hard ware and software and other related IT concerns such as configuration and installation of server.
- Monitors proactively and respond to ICT helpdesk tickets.
- Provide day to day management of access to the ICT systems and services
Job Responsibilities 2
- Assists user in diagnosing, resolving, and documenting hardware and software problems timely and accurately.
- Achieves internal SLA's for support
- Perform system backups and recovery on timely basis.
- Performs 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
- Assists with Server installations and setups as well as resolution of server end problems.
Skills
Job Knowledge & Skills
• Knowledge of helpdesk system administration
• 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.
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• ERP knowledge preferably SAP functional skills are a requirement to be successful in this role.
Job Experience
Minimum 8 years of working experience.
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 Information Technology or Computer Science
Profesional degree in CISCO