Job Title : IT Support Officer
Responsible for the effective operation of all computer systems, related network management and hardware.
Department : IT
Reporting Relationships : Reports to Head IT
Oversee network infrastructure and systems functionality
Mobile Device management
Support end users
Monitor the performance of business-critical systems to prevent delays and outages.
Maintain and optimize local company networks and servers
Oversee data backup and system security operations (e.g. user authorization, firewalls)
Coordinate installations, upgrades and configurations of hardware and software
Ensure availability of computers and IT network application process.
Assess system performance and recommend improvements
Participate and manage all communication IS technical direction and initiatives
Manage access to internet services
Record management of software licences
Evaluate the functionality of systems
Implement & manage security or integrity and backup procedures
Provide user training, support, advice and feedback
Manage secure network access for remote users
Manage stocks of equipment, consumables and other supplies
Manage external contractors including programmers, analysts and support specialists
Keep abreast with new technology
Design maintenance procedures and implement
Prepare and review all Service Level and Operation Metrics and KPI scorecards for service delivery.
Develop IT policies and practices
Specification / Qualification
First degree or its equivalent in Computer Science, IT or relevant field
Minimum Experience :
4 years relevant experience with system installation, configuration, analysis, of which at least a year must have been spent in a similar role in the financial services industry.
Thorough knowledge of networks and cloud computing
Professional Membership :
Qualifications and membership in relevant professional body.
Key Performance Indicators :
Prompt resolution of software and hardware issues
Implementation of backup procedure
Cost Vs Budget expended of IT consumables / budget
Timely maintenance and upgrades of systems
Number of initiated IT projects
Number of strategic IT project implemented
Competence Requirements Core Skills :
Generic Skills : Teamwork