Job Description

The job role is responsible for supporting the employees with all IT-related technical support issues to determine the nature of the problem, diagnose hardware or software issues, provide effective assistance, and maintain strong customer relationships.

He/she must be knowledgeable in a broad, constantly evolving assortment of Information Technology, policies, and procedures, & must possess the maturity & reliability to provide user support accurately & consistently.

He/she will have responsibility for IT troubleshooting and problem-solving wherever possible, taking ownership of calls and researching solutions. He/she will also be involved in testing applications on the new desktop build.

• Maintain services by measuring and monitoring availability, latency, and overall system health. Troubleshoot issues and analyse system performance.
• Respond to alarms/alerts promptly to service issues and requests
• Ensure a high level of service availability and possess the ability to diagnose server or network alerts, events, and issues
• Communicate and liaise with all product teams; notify appropriate parties immediately of any issues that may affect efficient operations
• Proactively supporting the underlying application infrastructure technology estate reducing service risk, inefficiencies, problems, and bugs.
• Ensuring required reactive and proactive activities are undertaken to ensure the SRE team is contributing to the successful meeting of SLAs in relation to service availability.
• Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and provide technical assistance and support.
• Desire to learn and develop all necessary technical skills.
• Confer with staff, users, and management to establish requirements for new systems or modifications.
• Develop training materials and procedures, and/or train users in properly using hardware and software.
• Responding to user requests and provide L1 support

Preferred Qualifications

A tertiary-level qualification from an internationally recognized institution

Years & Nature of Experience

• Recommended to have 3 to 5 years of equivalent experience where required competencies and experience have been demonstrated
• An experienced professional who can deliver on difficult technical tasks
• Has project implementation experience
• Is self-sufficient at work and could be given small project responsibility
• Has provided technical supervision to junior staff in the past

Technical Competencies

• Customer Service Management
• Data Mining & Modelling
• Help Desk Support
• Troubleshooting

Behavioral Competencies

• Communication
• Flexible
• Learning Agility
• Analytical Skills