NATURE / WORK ENVIRONMENT:
o General office environment.
o Helpdesk Support (scheduled, 24 hours per day, 7 days per week)
o Remote/Onsite Support (on demand, 24 hours per day, 7 days per week)
JOB OBJECTIVE / PURPOSE:
To assist the IT Manager in the following, but not limited to, areas:
o Management of all IT systems (computers, network, security & telephony etc.) within the organisation
o Provide helpdesk, remote, onsite support for all technical related matters
o Supervising of Technical Assistants in discharging their duties
o Strategic planning for the IT Department
o Daily management of the IT Department
RESPONSIBILITIES AND AUTHORITIES:
o To ensure the continuous operations of all IT systems, thus minimize downtimes as stipulated in the ISO policy
o To perform scheduled preventive maintenance for all IT systems
o To perform/delegate the installation of updates and patches for all IT systems
o To ensure that all automated system processes (data backup etc.) and scheduled tasks are properly carried out on time
o To monitor, analyze, recommend, perform/delegate the continuous optimization of performances of all IT systems
o To carry out troubleshooting and timely resolution, as stipulated in the ISO policy, of all IT system related faults
o To allocate, configure system resources (PBX/email accounts, DNIS numbers etc.) as when requested by users
o To perform/delegate user acceptance tests, as stipulated in the ISO policy, for newly implemented systems and for changes made to existing ones
o To perform/delegate the preparation and maintenance of training manuals and user guides for newly implemented systems
o To organize and conduct training sessions for users and trainers for newly implemented systems
o To evaluate, recommend, perform/delegate the setup and testing of all IT systems that can improve the efficiency and effectiveness of the respective department operations in the organization
o To work with designated vendors and ensure that all scheduled maintenance/repair works are properly carried out on time
o To provide consultative support and technical inputs, as when required, in the preparation of tender proposals, programme specifications for new business prospect and services
o To perform/delegate the responsibilities of IT Support Specialist (refer to Job Description for IT Support Specialist)
o To assist the IT Manager in the development, enactment, enforcement of all IT policies (security, messaging, email usage etc.)
o To assist the IT Manager in the development and maintenance of all documentations (BC/DR plans, system configurations etc.) pertaining to Business Continuity Management (BCM)
o To assist the IT Manager in all strategic, capacity planning (business expansion, technology refresh etc.)
o Performs any other tasks as may be directed by the IT Manager
QUALIFICATONS:
o *IT based degree/professional qualification.
o Good knowledge in network / firewall administration and technologies (Alcatel and CISCO).
o Good knowledge in call center CISCO PABX administration and maintenance.
o Good knowledge in Microsoft server, desktop, Microsoft AD / Exchange / Fileserver.
o Good Knowledge in virtualization technologies (Nutanix / VMware / Microsoft Hypervisor)
* Asterisk -denotes preferred qualification
COMPETENCIES / SKILLS REQUIREMENT:
o Familiarity with the systems and operations
o Good analytical and problem-solving skills
o Good interpersonal & communication Skills
o Self-motivated and willingness to learn
o Ability to work independently
