Job Purpose
• To provide TW Office with reliable and up-to-date technology and related IT services, specifically aimed at improving TW Office’s overall efficiency
• Focus on TW Office’s business priorities while meeting customer demands
Principal Accountabilities
• Manage and is responsible for performing system installations, trouble shooting, technical errors, as well as monitoring and maintaining the organization’s IT Technical support requirement and evaluating new hardware and software at the end user requirements
• Assist in resolving various IT technical support issues or changes as per request from end users
• Perform system monitoring and analysis, troubleshooting and escalating technical issues, including proactive problem resolution, to maintain system performance
• Assist in installing and configuring computer systems, diagnosing hardware/software faults and solving technical problems
• Ensure operational tasks are performed reliably and consistently to reduce the risk of unplanned outages
• Installing and configuring computer systems, software, networks, printers and scanners
• Analyzing and solving hardware/software faults
• Planning and undertaking scheduled maintenance upgrades
• Provide support for IT Infrastructure related emergencies as well as on call maintenance support
• Supporting users on change control and system updates
• Support the roll-out of new applications
• Prioritise and manage many assigned support tickets at one time and escalate to level-2 support when necessary
• Keep the end user informed and updated about his/her support case progress thru effective use of IT Helpdesk System
• Providing training and user manuals to users of a new system
• Keeping up to date with technical and industry developments
• Perform the installation and configuration of new systems to customize them for the organization
• Well familiar with and adhere to IT department’s policies and procedures
• Trouble shooting and other R&D for problem solving
• Explain to end users through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues
• Provide technical support to remote users, project site offices and dredgers
• Promote and ensure compliance with Organization’s Health & Safety policies
• Safety is a part of each employee’s job, active participation to the safety program is a condition of each employee’s employment in order to achieve safer working environment
• This is a generalist view of a Job that you have been assigned for – at times you will be ask to do above/beyond the scope of this role due to Operational requirements
Educational Qualifications & Certifications
• Diploma in a related field or equivalent
OR
• Bachelor’s degree in Computer Science or equivalent
• Certification in IT System’s administration or CCNA/ CCNP MCITP Server
Relevant Experience
• Minimum 06 years' experience in a similar role and industry
OR
• Minimum 03 years' experience in a similar role and industry