Job SummaryThe IT Support Officer provides technical assistance and support to end-users within an organization, resolving IT-related issues and ensuring smooth operation of computer systems, networks, and software applications. They are responsible for responding to user inquiries, troubleshooting problems, and diagnosing issues via phone, email, or in person. Additionally, they install, configure, and maintain hardware and software components, including computers, printers, and peripherals. The IT Support Officer also documents support activities, solutions, and procedures, and provides training to end-users on IT tools and systems.Job Responsibilities 1Assist user in diagnosing, resolving, and documenting hardware and software problems timely and accurately.Achieve internal SLA's for supportPerform system backups and recovery on timely basis.Perform on-site analyze, diagnosis, and resolution of complex computer problems for a variety of end users and recommend and implement corrective hardware and software solutions, including off-site repairsAssist with Server installations and setups as well as resolution of server end problems.Assist with the administration of Client end Installations.Assist in network connectivity troubleshooting and firewall maintenanceInstall Complex Software for Desktop Management. This includes Asset Management, Antivirus and Spam filtering software, Desktop Maintenance.Configure and install personal computer software packages, software upgrades, PC Support, Operating System upgrades and maintenance.Identify and correct operational problems on employee computers systems.Update tickets using Service Desk application based on the SLA and SOPJob Responsibilities 2Additional Responsibilities 3Job Knowledge & SkillsKnowledge and ability to troubleshoot hardware and softwareKnowledge of Hardware /software configuration, maintenance, procedure etc.Knowledge of techniques use in applications Knowledge of the office procedureKnowledge of computer applications and software processing.ERP knowledge preferably SAP functional skills are a requirement to be successful in this role.Job ExperienceMinimum 5 year(s) working experience, 3 year(s) relevant working experience, 2 year (s) GCC is a plusCompetenciesAgilityResilienceQualityLeadershipService Level Agreements L2Applications Systems Architecture L2Applications Development Standards and Procedures L2Applications Database Knowledge L2Applications Operational Knowledge L2EducationBachelor's Degree in Computer Science or any related field
