Senior Information Technology Support Full Time NEW

Job Description

The Senior IT Support is responsible for ensuring all client configurations and installment of Information Technology (IT) software and hardware as well as requests and issues are appropriately addressed by the junior staff. The senior IT Support is responsible for monitoring and managing the incoming client requests and ensuring they are addressed within the agreed timeline(s). Nonetheless, it is the Senior IT Support’s duty to attend to complex issues that are not resolved at a junior level and perform the appropriate research and risk management techniques. Furthermore, the job of the senior IT Support is to provide reports and feedback to the Department head regarding daily tasks and client portfolio.  

Basic Functions

• Support, document, install, and configure hardware operating systems and applications
• Provide internal technology assistance in the staff offices, conference rooms, and other remote locations
• Aid Junior IT Support team
• Provide advice and recommendations to the department manager in the planning of projects
• Attend on-site visits to assist the junior field staff
• Assess client needs and provides backup solutions appropriately
• Deploy Backup engines and infrastructure when needed
• Perform backup, reports, and handle failures
• Ensure Cabinets and networks are neatly prepared and functioning
• Configure networking rules such as NAT-ing, Qos, etc… and relative Networking Devices
• Implement Virtual IT environment of Networks and Servers for testing and other usage
• Apply Security policies on Servers/backups/networks/VM Layers in compliance with the security department recommendations
• Ensure the task is followed up rigorously until professional completion (or refer to third parties, when required)
• Monitor and ensure junior staff tasks are completed in an appropriate and timely manner
• Provide remote support to clients and/or daily users when needed
• Document procedures and processes to ensure standardization of processes within the Department
• Support clients through a series of actions, both onsite and remotely in order to help set up systems and/or troubleshoot system and network problems, and diagnose and solve hardware/software faults
• Research and propose new technologies that support the roll-out of new applications and/or allow utilization of resources such as cost and/or time, within the department.
• Respond within agreed time limits to call-outs

QMS and ISMS Roles and Responsibilities

·       Follow established processes and procedures relevant to this position’s job roles

·       Maintain accurate and up-to-date records of tasks and quality controls

·       Participate in improvement initiatives and provide feedback on process effectiveness

·       Attend training sessions and understand how the actions of this position impact quality and customer satisfaction

. Implement technical security controls and monitors systems

Additional Duties and Responsibilities

• Improve and provide quality customer service, perception, and satisfaction
• Ensure fast turnaround of customer requests
• Report appropriately and transparently on the reporting platforms provided by the Department
• Communicate and reciprocate team efforts and collaborate with team members accordingly to ensure high quality service
• Improve usage and increase productivity of support resources
• Escalate service requests that cannot be scheduled on time
• Escalate upselling opportunities to the Department manager – when these opportunities present themselves

Deliverables

• Troubleshoot, diagnose, and provide support on computer system problems, including debugging, correcting, repairing, servicing, examining, installing IT products, printers, and other peripherals
• Install and configure software
• Understand the clients’ needs and respond accordingly
• Deliver infrastructure services and components (networks, backups, databases, etc…)

Reporting Standards

• This position has the authority to directly manage and take decisions with regards to recurrent daily tasks that follow the preset process
• Line Manager approval is required in certain cases and/or process levels. Reporting issues, challenges, client feedback and/or process change requests to the line manager, is required
• This position requires coordination and buy-in from other colleagues and/or department heads

Knowledge, Skills and Abilities Required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• In depth computer and operating system knowledge
• In depth exposure and hands-on experience in IT networking, backups, virtualization
• Interpersonal skills: such as leadership, ownership, telephony skills, communication skills, active listening, problem solving, analytical thinking, team management, and customer-care
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key services for which support is being provided
• Research skills and complete understanding of support tools, techniques, and how technology is used to provide services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment

Core Competencies:

Across the Board:

·       Working with People

·       Adhering to Principles and Values

·       Learning and Researching

·       Following Instructions and Procedures

·       Coping with Pressures and Setbacks

·       Achieving Personal Work Goals and Objectives

Personal:

·       Relating and Networking

·       Presenting and Communicating Information

·       Delivering Results and Meeting Customer Expectations

·       Adapting and Responding to Change

Physical Demands

This position requires performing field visits and a certain physical activity that allows accessing certain locations or laying out prerequisites for troubleshooting and support.

Working Conditions

This job is performed both from the Company offices remotely with the customer and on customer sites, whatever is needed based on the case.

Performance Standards   

The Senior IT Support is evaluated based on:

–        Alignment with Company vision, mission, and values

–        Compliance to Company rules, regulations, policies, procedures, directives, standardizations, and practices

–        Performance against current Job Description, Deliverables, and KPIs set out for this position

–        Exhibition of KSAs and core competencies required for this job

Education, Vocational and Experience Requirements and Preferences

• BA/BS, preferably in computer science, business administration or a related field.
• MS is preferable
• 5-8 years of IT customer service experience.

Disclaimer

The above listed functions and responsibilities are intended to describe the general nature and level of work being performed by this capacity. They are not to be construed as an exhaustive list of responsibilities, duties and skills required. All job descriptions may change based on business needs and personnel may be required to perform different and/or additional duties as needed, all within the general framework of their jobs.