JOB ROLE/ PURPOSE:

Provide operational and technical support to ICT users, control security of ICT systems and to facilitate business continuity in URA.

1. Provide support to ICT users in the organization to enhance availability of IT services.

a) Attend to all end users at the stations, enable end users use all business applications and hardware with regards to ease of access, functions and usability.

b) Proactively trouble shoot software and hardware failures

c)Train, sensitize and guide users on new applications and ICT policy

d) Manage user accounts, create, modify and/or delete accounts and passwords for users

e) Respond to users requests and liaise with second level support to resolve escalated issues

f) Support external clients by installing virtual private Network and provide access to them for any other relevant application

g) Reports on availability of IT service in the different stations and submit to the supervisor on weekly, monthly, quarterly and annual basis

2. Manage computer hardware and software maintenance in the organization to facilitate business continuity.

a) Install and configure workstations/endpoints and associated hardware in line with IT policy

b) Supervise service providers in preventive maintenance and installations

c) Identify user needs for IT equipment and allocate respectively

d) Keep track and account for all IT assets in custody for the assigned stations

e) Coordinate the movement and repair of all IT assets in the organization

3. Control Security of ICT hardware and systems to enhance safety of IT assets

a) Maintain access control to the server rooms and wiring closets in the respective stations

b) Reset passwords to users and control access to applications

c) Maintain the environment and cleanliness in the server rooms in order to minimize outages

d) Monitor the functionality of hardware and systems in the server rooms

e) Update antivirus and ensure all endpoints are adequately secured

f) Upgrade software patches and hardware components

4. Backup and recovery of data and systems

a) Provide backup of data, test and recovery of systems and data of a wide range of systems namely database, operating systems, and business applications of any platforms.

b) Provide guideline to users in event of systems failure in order to ensure business continuity

Essential Requirements

a) An honors Bachelor’s degree in Information Technology, Software Engineering, Computer science or Information Systems.

b) Must have at least 2 years’ experience in providing IT support  in a Medium to large size organization

Desirable Requirements

At least one of the following professional qualifications.

a) Any Microsoft IT Support and Service Desk certification. e.g. MCSA

b) Hardware related certification e.g. Comptia A+

c) IT service Management Certification such as ITILv3

d) Compatia Network+Certification

Knowledge

a) Knowledge of computer networking concepts and protocols, and network security methodologies.

b) Knowledge of Endpoint security mechanisms

c) Knowledge of measures or indicators of system performance and availability.

d) Knowledge of physical computer components and architectures, including the functions of various components and peripherals (e.g., CPUs, Network Interface Cards, data storage).

e) Knowledge of system administration concepts for operating systems such as but not limited to Unix/Linux, IOS, Android, and Windows operating systems.

f) Knowledge of industry best practices for service desk.

g) Knowledge of remote access processes, tools, and capabilities related to customer support.

h) Knowledge of the operations and processes for incident, problem, and event management.

i) Knowledge of IT system operation, maintenance, and security needed to keep equipment functioning properly.

j) Knowledge of the basic operation of computers.

k) Knowledge of procedures used for documenting and querying reported incidents, problems, and events.

l) Knowledge of successful capabilities to identify the solutions to less common and more complex system problems.

SKILLS AND ATTRIBUTES

a) Skill in identifying possible causes of degradation of system performance or availability and initiating actions needed to mitigate this degradation.

b) Skill in using the appropriate tools for repairing software, hardware, and peripheral equipment of a system.

c) Skill in conducting research for troubleshooting novel client-level problems.

d) Skill in configuring and validating network workstations and peripherals in accordance with approved standards and/or specifications.

e) Skill in troubleshooting and resolving network related issues affected endpoints

f) S/he must be self-driven, a good communicator, a logical thinker (strong troubleshooting skills) and assertive in nature.

g) She/he must be customer service orientated, responsible and accountable with proven ability to Work and perform well under pressure

h) A person of high integrity

i) Team work

j) Agile and strong physically