Department
ICT
Position Type
Permanent
Experience Required
2 years
Key Responsibilities
The IT Operations and Service Support Officer to the Senior Systems Administrator. She/He ensures the smooth functioning of IT infrastructure and provides technical support to end-users. This role focuses on maintaining system availability, resolving incidents, and delivering high-quality IT services aligned with organizational standards.
Key Responsibilities
1. IT Operations Management o Monitor and maintain servers, networks, and storage systems.
o Ensure system uptime and performance through proactive checks.
o Manage backups and disaster recovery procedures.
2. Service Desk Support o Provide first and second-level technical support to users.
o Log, track, and resolve incidents and service requests within SLA.
o Escalate complex issues to appropriate teams.
3. System Administration
o Manage user accounts, permissions, and access controls.
o Apply patches and updates to operating systems and applications.
o Maintain IT asset inventory and documentation.
4. Security & Compliance
o Implement security policies and monitor for vulnerabilities.
o Support compliance with regulatory and organizational standards.
5. Performance Reporting
o Prepare reports on system performance, incidents, and service metrics.
o Recommend improvements for operational efficiency.
6. Continuous Improvement
o Identify opportunities for automation and process optimization.
o Participate in IT projects and system upgrades.
Education Requirements
Education:
Diploma or Bachelor’s degree in information technology, Computer Science, or related field.
• Experience:
2+ years in IT operations and technical support for diploma holders and 1 year in IT operations and technical support for degree holders.
• Technical Skills: o Knowledge of Windows/Linux server administration.
o Familiarity with networking (LAN/WAN, firewalls, VPN).
o Experience with ITSM tools (e.g., ManageEngine, JIRA, ServiceNow).
• Other Skills:
o Strong troubleshooting and problem-solving abilities.
o Good communication and customer service skills.
Required Skills
Core Competencies
• Analytical Thinking: Ability to diagnose and resolve complex application issues.
• Customer Service Orientation: Clear communication and user support skills.
• Collaboration: Works effectively with cross-functional teams, department and suppliers.
• Attention to Detail: Maintains accurate documentation and compliance.
• Continuous Learning: Keeps up to date with emerging technologies and best practices.