KEY RESPONSIBILITIES
- Provide IT user support services in the assigned site (proximity and remotely when required)
- As needed, travel to any other location Provide a facilitation role between other IT departments and the supported field locations Must rapidly establish a good working relationship with Users and other professionals to ensure that and its remote locations are provided IT services that meet their needs
- Logging and tracking all incidents/service requests into company provided tools (ITSM) Talking to users through a series of actions, either face-to-face or remotely, to help set up systems or resolve issues Working continuously on a task until completion or escalating to the next level support Prioritizing and managing many open cases at one time
- Installing, configuring, and supporting computer hardware, operating systems, and applications This includes server and PC hardware, peripherals, software, network equipment, data center equipment and cabling, printing equipment, replacing parts as required, supporting the roll-out of new applications, and external communications equipment Ensure compliance with international software licensing Must be physically able to maneuver hardware when necessary
- Maintain hardware asset inventory of all IT assets at locations Requisition and receive hardware assets as needed by business lines / IT initiatives and in accordance with IT policies
- Assist the other IT teams in their daily activities
- Prepare written and verbal presentations and reports Provide management with timely and accurate status reports and KPIs Keep local assigned sites informed of upcoming activities Keep customer base informed of changes and issues with the IT environment Work with other IT groups to stay current on changes, initiatives, issues, and experiences being seen across the enterprise
- Monitor system performance and respond to all hardware, software, and network (including wireless network) inquiries by clarifying technical issues and resolving problems firsthand or by coordinating other resources as necessary Must follow diagrams and written instructions to repair a fault or set up a system
- Documentation and knowledge transfer, such as maintaining and providing solution documentation to other team members, IT and business areas, detailing hardware installations, logically storing project files, and cross training
- Model a strong work ethic and take the lead on a variety of support initiatives Be flexible and willing to adapt to changing business requirements Continuously learn technologies, customer business needs, and apply technologies to customer needs
- Conduct formal and informal end-user training on use of various applications and hardware
KEY ACCOUNTABILITIES
- The Incumbent is accountable for making sure that the end user devices and systems are in healthy conditions that allows users to perform their tasks and to ensure professional user support
- Ensures with L-ECSO and L-ICSO that security measures are compliant with Company recommendations and specifications
- Ensures HSE requirements are considered when designing, implementing, or maintaining an IT solution; Ensure zero LTI in IT operations and project activities
REQUIREMENTS
- University graduate in Computer Science, MIS, or any IT related field; Equivalent work experience pertaining to customer support, Server Administration, IT infrastructure Installation and administration or Network Administration may be acceptable
- Minimum of 2 years of experience related to Customer support, IT infrastructure administration or related fields within a similar environment (especially on ITIL, Office365, Windows environment, SCCM)
- Telecom technical skills and Cisco certifications is not mandatory but would be appreciated
*Only applicants meeting the strict criteria outlined above will be contacted as part of the shortlisting process.