IT Support Officer at DreamWorks Integrated System Limited

• The IT Officer role combines the provision of front-line support and superior customer service to the company and support teams with the responsibility for one of our key functional areas in IT Operations, including asset management, problem management, and support office support.
• The Officer role rotates between these functional areas, bringing fresh energy and insights to each area while gaining experience in the different aspects required to ensure our Tech investments deliver on our ambitious mission.
• It will involve rolling up your sleeves to get the day-to-day done while ensuring overall delivery excellence for your assigned area.
• The role reports to the Manager, IT Operations, who has broad oversight over the program and involves mentoring and developing Associates.

Prime Responsibilities:

• Ensure delivery against one of our key functional areas for IT Operations:
• Teacher Tablets: ensuring high availability of teacher tablets, including proper assignment, monitoring, and troubleshooting.
• Problem Management - ensuring that all Tech issues ("incidents") are properly tracked and regularly analyzed to identify our key "problems" (recurring incidents) - and to work on sustainable solutions
• Support Office Support: ensuring the support office is high-functioning - working IT Assets (laptops, printers, etc.), network, firewall, PBX, etc.
• Proactively troubleshoot using reports and data analytic tools provided - and also contribute back to their evolution and improvement.
• Deploy IT assets and associated peripherals, including new installations and redeployment of existing equipment.
• Manage service desk tickets, planning and prioritizing systematically to minimize backlog and ensure operational efficiency.
• Expedite the repair of hardware faults and software configuration problems, notifying or forwarding to the relevant suppliers promptly.
• Provide technical assistance to project teams and undertake technical project roles when required.
• Demonstrate commitment to and promotion of a culture of service excellence and continual improvement within the IT Department.

What you should have:

• A Degree from a recognized university with top marks in a relevant discipline
• Suitable IT/industry work experience
• Experience working within a fast-paced environment
• Excellent technical knowledge of IT hardware, including laptops, mobile devices (esp. Android), and peripherals
• Software and hardware troubleshooting ability
• Experience working and training on a variety of IT subjects and applications
• Analytical capability - ability to analyze data sets and be data driven. Advanced analytical capabilities, such as SQL, a plus.
• Strong writing and oral communication skills
• Research skills, including ability to identify and propose solutions to issues/crisis