IT Support Officer at Integrated Corporate Services - ICSL

Job Objective(s)

• The successful candidate will join the 1st/ 2nd level Technical support team in providing network infrastructure, business application and telecoms support to ensure optimal IT service delivery to the business within an ITIL framework environment

Duties & Responsibilities

• Provide technical support to business users both remotely and face to face
• Maintenance and support of central hardware, operating systems and utilities
• Administer installations, including setting up new systems/hardware and promptly installing updates Support of VMware clusters, Site Recovery Manager
• Desktop support – Windows 7
• Support of the following would be highly desirable: Email Systems (Exchange), Windows 2008 Server Systems, VM Ware, Hyper V, Active Directory Account Administration, Mobile phone systems (BES)
• Troubleshooting and resolution of issues relating to business applications
• Installing/configuring new computers/telephones
• Troubleshooting IT equipment - printers, scanners etc
• Log all IT incidents and service requests to ensuring a timely resolution
• Perform SOD and EOD duties
• Assist with the Installation, configuring , and support of the LAN and WAN and Internet systems
• Maintain network equipment, servers and users hardware and software
• Maintain effective relationships with vendors, consultants, and service providers
• Perform routine manual/automatic backups and archival of files stored on the network to assist with disaster recovery
• Assist with data recovery, using tape backup or recovery tools
• Assist in software resting of new releases, proactively escalating issues
• Partake in project work from inception to closure
• Monitoring of applications
• Competence in PC network security issues, including virus protection and prevention
• Maintain the existing network and server systems
• Perform /support HP storage solutions including replication
• Assist in the design of new infrastructure to support changing business needs
• Assist in the management of IT Assets
• Deliver outstanding customer service by responding to and efficiently resolving client issues and request.

Requirements
Experience:

• Must have a minimum of 2 years cognate experience in financial services/service oriented industry

Education:

• First Degree in Computer Science/Engineering
• ITIL Certified

Key Performance Indicators:

• Financial
• Vendor Invoice processing and payment
• Budget variance
• Customer
• User satisfaction ratings
• Technology as a business enabler
• IT Operations
• MTTR for user requests
• Systems response time
• Systems failure rate & exceptions

Internal/External Contacts (e.g. Clients, Regulators, Regular Meetings etc):

• Internal Contacts: Staff, Middle-Management
• External Contacts: Suppliers/Service Providers, IT & Business Consultants

Key Competency Requirements Knowledge:

• Network (voice & data) Cabling
• LAN & WAN technologies
• Microsoft suite- Exchange, SharePoint,
• Virtualization knowledge
• Operating system installation & configuration
• Troubleshooting and fixing Network cabling
• Configuring network devices
• PABX configuration and troubleshooting
• BES Server/Mobile device Administration
• MIS reporting
• Some development experience Skill/Competencies
• Ability to solve complex problems on own initiative
• Ability to work independently and as a SPOC/ PM
• Strong written and oral skills, plus interpersonal skills
• Sound client service skills with proactive and creative approach
• Demonstrate working knowledge of Windows O/S and PC hardware as well a broad understanding of IP communication and technologies
• Understanding of business processes and workflows

Reporting Relationship:

• Reports to: IT Operations Team Lead.