Job Description :
Main Responsibilities include:

· Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, PDAs, BlackBerrys, and LAN cable drops

· Hands on role where expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets

· To provide infrastructure administration functions

· Providing on-site cover from 8:00 – 1700 hours Mon- Fri as part of a shift arrangement

· Being prepared to work out of hours when required and to provide out of hours on-call support cover as required

· Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities

· Taking ownership of issues through to resolution on all appropriate requests.

· Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.



· Move equipment associated with escalated help desk incidents and service requests

· Performing asset inventory activities as needed.

· Trains and orients staff on use of hardware and software.

· Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity.

· Works with procurement staff to purchase hardware and software.

· This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.



Technical Skills

· Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc

· Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Office

· Administration experience of MS Active Directory users & groups, policies and management concepts
· Effective communication by Engineer in English and local languages is mandatory