Role
Summary
This role provides
user support and manages IT systems to ensure optimal performance, security,
and availability. The position troubleshoots technical issues, administers
infrastructure, and maintains system integrity while facilitating smooth IT
operations and user productivity.
Main
Responsibilities (including But Not Limited To)
- Technical Support
- Provide first and second-level technical
support to end-users via phone, email, or on-site.
- Diagnose, troubleshoot, and resolve
hardware, software, network, and application issues.
- Guide users through problem-solving
processes, including remote assistance and ticket resolution.
- Document and track support requests and
solutions in the helpdesk system.
- Escalate unresolved or complex issues to
higher-level IT specialists or vendors.
- Install, configure, and update user software
and applications.
- Train and assist staff in proper use of IT
equipment and software applications.
- Monitor and maintain daily system
performance and user access.
- Conduct regular follow-ups to ensure user
satisfaction and issue closure.
- Train and assist staff in the use of CCTV
and security systems
- System Administration
- Develop and implement IT policies and
procedures explicitly to align with organizational goals.
- Develop and implement backup and security
policies to safeguard data and systems.
- Manage and configure data centers, including
physical and virtual resources.
- Configure and manage Fortinet
firewalls or similar network security appliances.
- Plan and manage VPN deployments and
maintenance for secure remote access.
- Implement and configure CCTV and security
systems infrastructure.
- Manage SQL database and ERP system
configurations and administration.
- Implement and manage large virtualization
environments (e.g., Hyper-V).
- Determine hardware and software
requirements based on evolving business needs.
- Prepare accurate and timely
reports related to system administration, security, and performance.
- IT infrastructure & Asset Management
- Track and manage IT inventory, including
hardware, software licenses, and peripherals.
- Assist in procurement and vendor evaluation
for IT equipment and services.
- Conduct regular audits and inspections of IT
assets and infrastructure condition.
- Continuous Improvement & Training
- Identify opportunities to automate routine
tasks and improve system efficiency.
- Stay updated on emerging technologies and IT
best practices.
- Support IT projects, deployments, and
upgrades as part of cross-functional teams.
- support IT staff development and training
programs, particularly around new technologies or security best practices.
Education
& Experience
- Education: Bachelor's degree in information
technology, Computer Science, or a related technical field.
- Experience: 2-4 years of progressive
experience in technical support, system administration, network management, or
IT infrastructure roles.
Skills
- Strong knowledge of computer hardware,
software, networking, and operating systems such as Windows and Linux.
- Proficient in troubleshooting technical
issues, handling user support tickets, and managing IT service management
tools.
- Experienced in server administration, Active
Directory, user account management, and security configurations.
- Familiar with network protocols, firewalls,
VPNs, and cybersecurity best practices.
- Skilled in installing, configuring, and
maintaining IT infrastructure including servers, desktops, and peripheral
devices.
- Strong documentation skills for technical
procedures, policies, and support cases.
- Effective problem-solving abilities with the
capacity to work under pressure and handle multiple tasks simultaneously.
- Knowledgeable in backup and disaster
recovery processes and tools.
Personal
Attributes
- Excellent communication and interpersonal
skills to assist users and collaborate with IT teams effectively.
- Proactive attitude towards continuous learning
and staying updated on emerging technologies and security threats.
- Strong organizational skills and attention
to detail to ensure accuracy and consistency in system administration.
Ability to multitask and
prioritize issues to maintain optimal IT operations and user satisfaction.
- Commitment to maintaining
confidentiality, data privacy, and compliance with IT policies and regulations.
Competencies/Values
- Believe in Magic: (Passion & Commitment)
Being enthusiastic and committed to what you
are doing inside the organization. Stay focused & continually aim
to improve / reach success no matter what
setbacks are on your way.
- Always Bring A Game: (Customer Excellence)
High level of optimism and a can
do Orientation. A willingness to support and be a part of a team in
multiple
activities and stay motivated to accomplish
the goal while facing obstacles. Works effectively with and supports
colleagues, fostering a positive and
collaborative environment.
Being a customer focus by having the ability
to understand internal/external needs and concerns in the short to long-term
and to provide sound recommendations and/or solutions. Focusing efforts on
understanding, meeting, and exceeding customer needs.
- Get it done. RIGHT: (Drive High Quality
Results)
Consistently achieves high levels of results
while setting standards of excellence & quality. Seizes all opportunities
to get the job done. Pay attention to details and pursue quality in
accomplishing tasks.
- Be Real: (Ethics & Integrity)
Behave in an honest, fair, and ethical
manner. shows consistency in words and actions. Models high standards of
ethics. Earning others trust and respect through consistent honesty and
professionalism in all interactions.
& Innovation)
Ability to generate non-traditional yet
practical ideas that would serve a business purpose and identify & develop
new methods, approaches, systems, or tools
that best suit different situations and generate business results. Moreover,
the ability to multitask and take initiative.
- Learn & Teach: (People Development)
Fostering learning and development culture.
Willingness to delegate responsibility, work with others, and coach to develop
their capabilities.
