IT Technical Support Officer & System Administrator
Role Objective:
The purpose of this position is to provide first- and second-level desktop technical support services to the SAM Engineering community of users.
The role holder is responsible for handling all IT-related technical issues, providing real-time support and resolutions, and coordinating with different units and stakeholders to ensure that all systems and services are always operating at an optimal level.
Job Description
Job title: IT Technical Support Officer & System Administrator.
Duration: 1 year (with possible extension).
Start Date: ASAP.
Reports to: IT/OT Infrastructure Department.
Detailed roles & Responsibilities:
1. Basic Technical Support
- Help Desk Support: Respond to user queries via phone, email, or chat.
- Troubleshooting: Diagnose and resolve hardware, software, and network issues.
- User Account Management: Handle tasks like password resets, account creation, and user permissions.
2. Hardware and Software Management
- Installation & Configuration: Install, configure, and update hardware and software as needed (printers, desktops, laptops, etc.).
- System Maintenance: Perform routine system maintenance and ensure systems run efficiently.
- Hardware Repair: Basic repair and replacement of hardware components (e.g., hard drives, RAM).
3. Network Support
- Basic Network Troubleshooting: Identify network connectivity issues (LAN/WAN), Wi-Fi problems, and assist in network setup.
- Monitoring Network Performance: Use basic tools to monitor network uptime and performance.
- VPN & Remote Access: Assist users with connecting to the company’s VPN or remote systems.
4. User Support & Training
- End-User Training: Provide guidance to users on software, hardware, and IT policies.
- Documentation: Create and maintain documentation for troubleshooting procedures, FAQs, and IT knowledge base.
5. Security & Compliance
- Basic Cybersecurity Support: Ensure antivirus, firewalls, and security patches are up to date.
- Access Control: Monitor and manage user access and permissions based on company policies.
- Incident Reporting: Report and escalate cybersecurity incidents or breaches to senior team members.
6. Backup and Recovery
- Data Backup: Assist in monitoring and ensuring that backups are performed regularly.
- Data Recovery: Help restore lost or corrupted data.
7. Collaboration with Senior Teams
- Escalation Support: Escalate complex issues to senior IT staff when needed.
- Learning & Development: Engage in self-learning and training under senior team members’ guidance.
8. Software Licenses & Inventory
- Inventory Management: Keep track of IT assets and software licenses.
- License Management: Ensure compliance with software licensing agreements.
9. Remote Support
- Remote Troubleshooting: Provide support for offsite users using remote desktop tools.
Qualifications, experience and skills
- Associate’s degree or Diploma in Computer Science, Information Systems, or any related field.
- A+, MCSE, or other technical certifications; ITIL preferred.
- 1 to 3 years of experience providing desktop technical support in a Windows and multi-platform networking environment.
- 1 to 3 years of experience maintaining and supporting a geographically dispersed desktop environment within large-scale wide and local area networks.
- 1 to 3 years of experience configuring and installing desktop network systems and devices.
- Excellent organizational and time-management skills.
- Effective communication skills, both written and verbal.
- Ability to work collaboratively in a team environment.
- Car License (Manual) is a plus.
Job Notes
Nothing we do is more important than hiring and developing people. At the end of the day, you bet on people, not strategies
- If you meet the qualifications and are interested in this exciting opportunity, please submit your resume to [email protected] with the subject line “ IT Technical Support Officer & System Administrator “. We look forward to hearing from you!