Our client, operating within the public sector, is seeking to recruit an IT System Support Executive.
The primary purpose of this position is to provide technical support to users and external business partners whilst continuously monitoring the upkeeping/efficiency of systems, hardware, and software. This role involves troubleshooting, resolving technical issues and providing timely solutions to ensure highest availability of IT customer services and productivity across the organisation.
Responsibilities:
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Technical Support: Responding to and resolving technical issues reported through system alerts or by users via phone, email or in person across all company offices. Providing technical assistance on hardware, software, network, and other IT related problems.
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Incident Management: Diagnosing troubleshooting and resolving technical issues. Escalating complex problems to relevant teams when necessary.
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Hardware & Software Maintenance: Installing, configuring, and updating software applications and operating systems. Performing hardware upgrades, repairs and maintenance as needed.
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User Training and Support: Enhancing the understanding and proficiency of users by offering guidance and training on new software or systems.
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User Account Management: Creating, modifying, and deactivating user accounts across various systems and applications. Ensuring user access rights align with organisational policies and security procedures.
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IT Asset Management: Maintaining an inventory of IT assets including hardware, software licenses and peripherals.
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Assisting in enforcing security protocols, policies, and procedures.
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System Monitoring and Maintenance: Monitoring systems and business applications performance and conducting routine maintenance tasks to ensure optimal functioning of IT systems and networks.
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Collaboration and Coordination: Collaborating with other IT teams and departments to address cross-functional technical issues. Coordinating with external vendors for support when required.
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On-Call Rotation: Participating in an on-call support schedule to provide after-hours assistance for critical issues and ensure continuity of IT services.
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Any other duties related to the job position that may be required depending on the exigencies of the business at the time.
Requirements:
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Preferably 1 year experience in providing technical support in an enterprise environment.
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Experience in installing, configuring, and updating software applications and operating systems, as well as hardware components like RAM, hard drives, and graphics cards.
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Ability to perform basic MSSQL queries would be considered an asset.
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Bachelor`s degree in Computer Science, Information technology or related field.
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Preferably familiarity with ITIL or other IT service management frameworks.
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Certifications like Comp TIA A+, MCITP or similar are considered an asset.
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Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, LAN, WAN,
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routers, switches, and wireless technologies. Troubleshooting network connectivity issues.
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Possession of B driver’s license
Core Competences:
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Ability to diagnose and resolve hardware problems in computers, printers, scanners,
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and other peripheral devices. Understanding hardware configurations and assembly/disassembly.
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Proficiency in managing user accounts, permissions, access controls, and group policies within operating systems and applications. Handling password resets, user provisioning, and deprovisioning.
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Strong knowledge of windows operating systems. Understanding their functionalities, troubleshooting common issues, and navigating through system settings.