Infrastructure Support Engineer (IT) at JNC International Limited

Job Description

• Ensure end-users are fully enabled to meet the organisations strategic objectives via the use of IT.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Prioritize and schedule problems resolution. Escalate problems (when required) to the IT Services Manager.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problems have been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Develop help sheets and frequently asked questions lists for end users.
• Email User creation, configuration and management.
• Basic training of users and creation of manuals to aid use of Email and other standard applications
• Attend to incoming requests from end users via telephone and e-mail in a courteous manner.
• Professionally represent the infrastructure team as a technical consultant on projects.
• Maintain the necessary project plans and documentation of all system builds and modifications
• Escalate and Pursue resolution of persistent issues or service failures through the Business Development Manager, Hospital IT

Qualifications/Requirements

• Degree in a related IT discipline with minimum of 2 years relevant IT Experience.
• Certifications in Microsoft/Cisco/ITIL an advantage.
• Experience with desktop and server operating systems i.e. Windows / Cisco Network Environment.
• Ability to conduct research into a wide range of computing issues as required.
• Solid technical background in a hosted services environment including infrastructure networks, hardware, software and telecommunications
• Ability to identify incident trends in order to elevate incidents in accordance with standard protocols
• Able to gather relevant information systematically to troubleshoot and resolve issues
• Ability to work in a team environment
• Good analytical, problem solving and decision making skills
• Ability to maintain good working relationships with third party service providers and vendors
• Broad knowledge of technical, developmental, application, business and current trends in IT.
• Highly mature with strong interpersonal skills