IT Support Officer at Terragon Group

Job Description

• Development of enterprise standards and technology architecture and the IT operations governance process
• Ensure processes are followed and IT projects are well driven for success
• Participate in the IT strategic plan
• Manage licensing and maintenance contracts
• Maintain compliance as well as best practices in application and network security.
• Develop and manage Information Systems processes and tools across the group.
• Frontline incident and request management
• Monitor the ticketing system for incoming requests, process issues - log issues and track even when users come directly to you
• Document issues, analysis, progress, solution in the ticketing system
• Contribute to team knowledge management by documenting troubleshooting and problem resolution steps
• Provide basic in-house training in softwares and applications used company wide - MS Office applications used (Word, Excel, Outlook, PowerPoint), GSuite, Skype, BlueJeans Dropbox, onedrive etc
• Setup and configure work tools for new and existing employees
• Manage asset inventory and anticipate hardware needs
• Proactively identify end of life of workstations and coordinate replacement
• Oversee all IT infrastructure implementation, system upgrades, disaster recovery and operational troubleshooting
• Ensure systems availability and corresponding support processes based on ITIL;
• Plan, install and maintain systems and networks (LAN/WAN)
• Management of voice and data networks, video conferencing system, mobile phones and tablets
• Manage stakeholders/3rd Party Vendor
• Communicate with vendors and service providers to ensure all services are functioning normally and are cost effective.
• Works closely with and manage strategic vendor partner relationships.
• Efficient support to users including senior management and executives
• Escalate to central teams when required, take ownership and represent the user to ensure the requests are processed
• Communicate to the user on progress in a timely manner

Educational Qualifications & Functional / Technical Skills

• A first Degree in Computer Science/Engineering, or Electronic, Telecommunications and any Physical science.
• Relevant Experience (Type of experience and minimum number of years 3-5 year experience in IT Support or similar role, in a fast-paced though structured environment (processes)
• Experience with UNIX/Linux system administration and web server configuration.
• Comfortable with scaling production systems and technologies, for example load balancing, monitoring, distributed systems, and configuration management
• Basic scripting skills in PHP or Python
• Experience planning/deploying/running various types of AWS infrastructure (Route 53, S3, EC2, VPC, RDS, etc)
• Experience with DevOps tooling (Chef, Puppet, etc.)
• Experience with deployment and management of open source Network resources and tools (OpenVPN, Logstash, Zenoss, Nagios, etc.)
• Very strong technical background with a flair for technology management
• Excellent knowledge on Desktop OS (Windows 7/8/10, Ubuntu, OS X) Installation, Configuration and troubleshoot end user problems.
• Experience using and troubleshooting popular email clients e.g. outlook within a network environment (permissions, calendar sharing, delegation)
• Good knowledge and experience of mobile phones (Blackberry, iPhone, Android, etc.) for system configuration (email settings, certificates deployment, application installation, etc.)
• Passionate about Customer Service.
• Knowledge of network configuration (DNS, TCP/IP, PABX, Routers and Switches) and other networking concepts.
• Planning, analytical and project management skills
• Ability to write technical documentation to feed the Service Desk knowledge database
• Knowledge of a ticketing system and Service Desk procedures.
• Exposure to ITIL concepts and adoption.
• Working knowledge of Microsoft Office Suite: Excel, Word, Visio, Access (relational database structures), and PowerPoint
• Excellent communication and reporting skills
• Good level of autonomy