Senior IT Support Officer

Job Summary

The Senior IT Support Officer provides an efficient and effective ICT Technical Support Service. This position diagnoses, resolves, and documents hardware and software problems timely and accurately. Maintains the stable operation of the in-house / On Site computer systems which includes installing, configuring, troubleshooting and maintaining hardware and software and provide end user support where required.

Job Responsibilities

• Assist with the administration of Client end Installations.
• Assist in network connectivity troubleshooting and firewall maintenance.
• Install complex software for desktop management, including Asset Management, Antivirus and Spam filtering software, and Desktop Maintenance.
• Configure and install personal computer software packages, software upgrades, PC support, OS upgrades and maintenance.
• Identify and correct operational problems on employee computer systems.
• Update tickets using Service Desk application based on SLA and SOP.
• Assist in monitoring that daily backup systems and disaster contingencies are in place to minimize disruption.
• Continuously conduct research and investigate new or improved ways of working to ensure the ICT system operates at maximum effectiveness and efficiency.
• Assist users in diagnosing, resolving, and documenting hardware and software problems timely and accurately.
• Achieve internal SLAs for support.
• Perform system backups and recovery on a timely basis.
• Perform on-site analysis, diagnosis, and resolution of complex computer problems for a variety of end users and recommend and implement corrective hardware and software solutions, including off‑site repairs.
• Assist with server installations and setups and with resolution of server end problems.
• Assist users in diagnosing and resolving issues related to hardware and software and other related IT concerns such as configuration and installation of server.
• Monitor proactively and respond to ICT helpdesk tickets.
• Provide day‑to‑day management of access to the ICT systems and services.
• Support the implementation of HSE initiatives, participate in safety awareness activities, and contribute to incident reporting and resolution in alignment with company and IMS policies.

Job Knowledge & Skills

Job Experience

Minimum 8 years working experience, 5 years relevant working experience, 2 years GCC is a plus.

Competencies

Education

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