Job Responsibility
- Respond to troubleshooting issues raised by end users and understand the issues/technical problems and resolve the issues within stipulated timelines.
- Coordinate 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, and document problems and solutions implemented for future reference.
- Analyze 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.
- Create, modify, and delete user accounts as per the request and approval from respective stakeholders.
- Ensure the business users are trained /upskilled to resolve their own issues such that they are efficient and effective and also the support requests are reduced.
- Carry out improvement activities for increased efficiency, including root cause analysis, corrective/preventive actions, etc.
- Update the asset inventory periodically and keep track of hardware inventory and device allotments.
Job Duties
The primary job role of the ICT support officer will be to support day-to-day ICT help desk support for the users and follow standard operating procedures in handling regular ICT operations of the organization.
Requirements
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
- 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 projects.
- Experience in handling a help desk system will be an added advantage.
- A bachelor’s degree/ diploma in ICT and professional qualification in information.
- technology such as CCNA, MCP, MCSA, MCSE, and RHCSA.
- Behavioral competencies.
- Communication.
- Teamwork and collaboration.
- Client orientation.