IT Technical Support  

1. Role and responsibilities
   1. Provide effective IT systems, help develop and implement IT standards and policies, and provide technology support and solutions to meet the needs of the organization.
   2. Involved in systems administration including: general computer support; upgrades; software installations; license management; network and printer support; deployment of equipment; management of inventories; end user support. He will be in charge of providing user training on common business applications and use of systems.
   3. Supported technologies include but are not limited to: wired and wireless networks, storage systems, Windows OS, MS Office suites, end user workstations, laptops and various proprietary and commercial software applications and hardware.

Equipment

• Configure and deploy new and refurbished workstations, laptops and peripheral equipment.
• Install, troubleshoot, repair, update and maintain workstations and laptops.
• Install, maintain, and troubleshoot printers/copiers as well as manage toner requests.
• Setup and support audio/visual equipment for presentations and trainings on and off site.
• Install and configure peripherals including scanners, external drives, monitors and other peripheral hardware.
• Removal/disposal of non-functional equipment

Software

• Provide software and system troubleshooting and support.
• Install, maintain, troubleshoot, and update operating systems and user applications.

Network

• Install, maintain, troubleshoot, and repair cabled, wireless and other network

Infrastructure.

Security

• Maintain anti-virus software.
• Inform and train users and management in how to adhere ICT policies.
• In case of virus infection clean out affected equipment.

` Users

• Handle the relocation of computer equipment as a result of office or personnel changes.
• Request and setup new user accounts and email accounts (in collaboration with ICT Officer).
• Troubleshoot, and repair user accounts and email accounts, assist in resetting passwords.

Systems Planning

• Participation in research and recommendation of improved infrastructure processes and technologies to include growth planning.
• Provide procurement assistance including, but not limited to, researching solutions, engaging with potential vendors, making recommendations for product purchases and evaluating bids.
• Test new equipment and applications and provide thorough feedback.

Management of Vendor Services

• Work directly with vendors to schedule repairs and maintenance.
• Request and evaluate services with vendors and service providers.
• Work with ISP and other outside vendors to ensure dependable operations.
• Work with vendors and vendor supplied systems to track service requests through to completion.

Training

• Train new and current employees on computer software and ICT systems
• Create material and presentations for trainings and reports.

Routine Administrative Tasks

• Create and maintain inventory, which may include hardware, software and various items such as laser printer cartridges and peripheral equipment.
• Maintaining documentation of processes, procedures, and troubleshooting guides.
• Keep ICT equipment, storage area and work area clean and organized.

• Bachelor’s degree or higher within information technologies.
• Minimum 3 - 5 years of relevant experience within the ICT technical field
• Experience in ISO: 27001 Information Security Management System is a plus.
  • Computer Hardware Maintenance and Servicing; Networking
  • Biometric, Payroll, Billing, Accounting and other ERP System.
• Ability to work independently to troubleshoot, perform root cause analysis, identify and isolate technical issues
• Willing to take ownership of issue analysis and resolution efforts and commit to 'doing what it takes' to resolve technical issues regardless of the effort or timeframe required.
• Ability to work and cooperate well with people
• Working in a structured manner
• Service minded