Role Purpose:
Responsible for providing the first-line of support to users for Back Office Environment that includes administration of Patch Management, Software Deployments, LAN Support, IP Telephony, Network and Print Services, Antivirus, and Copier Machines, Desktops / Laptops deployed across Enterprise & related components along with monitoring & control activities to ensure reliability, stability and security of the same; and continuity of related services
Key Accountabilities:
1- Operations Management / Service Desk
- Responsible for the first-line of support for the Back Office Environment to ensure smooth execution of day-to-day ICT operations and end-user support
- Responsible for managing and administering of end users hardware, peripherals (laptops, desktops, printers, scanners, copiers, etc)and software within the Enterprise in accordance with the approved guidelines
- Maintain updated inventories of hardware/software/firmware as per approved policies w.r.t. his / her domain ensuring periodical updates of the same.
- Assist in Capacity Planning of his/her concerned domains by gathering & generating statistics useful for daily operations.
- Assist Lead System Support Administrator in Planning, Designing and Deployment of Back Office Support & Services.
- Must bring enrichment and enhancement to his/her job role or position and his/her subordinates.
- Provide assistance to ICT staff as needed.
- Ensure the Availability and Continuity of Operations of Back Office Environment.
- Develop necessary documentation w.r.t. his / her job domain and record the configurations (i.e. logical / physical).
- Closely monitor the users complaints / problems / errors and provide timely resolutions of assigned SD tickets
2- Preventive Maintenance
- Carry out routine / ad-hoc preventive maintenance activities of all concerned domains are performed on-time and up to the governing standard.
- Assist in the execution of pre-approved and scheduled ICT Hardware and Software Audits within the Enterprise
- Assist in implementation of the Acceptable Usage Policy w.r.t. his/her domain.
- Responsible for ensuring the effectiveness of the Patch Management Process of Back Office End-Users Environment.
- Adhere to Licenses Compliance (Hard / Soft ) of concerned domains
- Comply with and implement applicable policies / procedures including enforced Information Systems Security Policy
3- Backup & Recovery
- Assist in implementation of backup policy pertaining to his/her domain.
- Responsible for the backup media management and handling pertaining to his/her domain including.
- Perform the recovery of Laptop/Desktop as needed.
Job Specifications:
- Strong knowledge of workstations, LAN, and related technologies.
- Proficient in managing standard computer hardware and software systems.
- Strong troubleshooting and problem-solving abilities.
- Excellent communication and interpersonal skills.
- Ability to guide and support users through effective problem resolution.
- Professional, polite, and customer-focused demeanor.
