Job Description
The job role is responsible for supporting the employees with all IT-related technical support issues to determine the nature of the problem, diagnose hardware or software issues, provide effective assistance, and maintain strong customer relationships.
He/she must be knowledgeable in a broad, constantly evolving assortment of Information Technology, policies, and procedures, & must possess the maturity & reliability to provide user support accurately & consistently.
He/she will have responsibility for IT troubleshooting and problem-solving wherever possible, taking ownership of calls and researching solutions. He/she will also be involved in testing applications on the new desktop build.
Responsibilities
- Maintain services by measuring and monitoring availability, latency, and overall system health. Troubleshoot issues and analyse system performance.
- Respond to alarms/alerts promptly to service issues and requests
- Ensure a high level of service availability and possess the ability to diagnose server or network alerts, events, and issues
- Communicate and liaise with all product teams; notify appropriate parties immediately of any issues that may affect efficient operations
- Proactively supporting the underlying application infrastructure technology estate reducing service risk, inefficiencies, problems, and bugs.
- Ensuring required reactive and proactive activities are undertaken to ensure the SRE team is contributing to the successful meeting of SLAs in relation to service availability.
- Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and provide technical assistance and support.
- Desire to learn and develop all necessary technical skills.
- Confer with staff, users, and management to establish requirements for new systems or modifications.
- Develop training materials and procedures, and/or train users in properly using hardware and software.
- Responding to user requests and provide L1 support
Qualifications
Preferred Qualifications
- A tertiary-level qualification from an internationally recognized institution
Years & Nature of Experience
- Would have 1 to 3 years of equivalent experience where required competencies and experience have been demonstrated
- An experienced professional who can deliver on difficult technical tasks
- Has project implementation experience
- Is self-sufficient at work and could be given small project responsibility
- Has provided technical supervision to junior staff in the past
Technical Competencies
- Customer Service Management
- Data Mining & Modelling
- Help Desk Support
- Troubleshooting
Behavioral Competencies
- Communication
- Flexible
- Learning Agility
- Analytical Skills
