About the Role
The job role is responsible for supporting employees with all IT-related technical support issues. This includes determining the nature of the problem, diagnosing hardware or software issues, providing effective assistance, and maintaining strong customer relationships. The ideal candidate must possess a broad knowledge of Information Technology, policies, and procedures, along with the maturity and reliability to provide consistent user support. Responsibilities also include IT troubleshooting and problem-solving, with ownership of calls and researching solutions, as well as involvement in testing applications on the new desktop build.
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Responsibilities
- Maintain services by measuring and monitoring availability, latency, and overall system health. Troubleshoot issues and analyze system performance.
- Respond to alarms/alerts promptly to service issues and requests.
- Ensure a high level of service availability, possessing the ability to diagnose server or network alerts, events, and issues.
- Communicate and liaise with all product teams; notify appropriate parties immediately of any issues that may affect efficient operations.
- Proactively support the underlying application infrastructure technology estate to reduce service risk, inefficiencies, problems, and bugs.
- Undertake required reactive and proactive activities to ensure the SRE team contributes to the successful meeting of SLAs related to service availability.
- Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems while providing technical assistance and support.
- Demonstrate a desire to learn and develop all necessary technical skills.
- Confer with staff, users, and management to establish requirements for new systems or modifications.
- Develop training materials and procedures, and train users in the proper use of hardware and software.
- Respond to user requests and provide Level 1 support.
Qualifications
Preferred Qualifications
- A tertiary-level qualification from an internationally recognized institution.
Years & Nature of Experience
- Recommended to have 3 to 5 years of equivalent experience where required competencies and experience have been demonstrated.
- An experienced professional who can deliver on difficult technical tasks.
- Project implementation experience is preferred.
- Self-sufficient at work and able to take on small project responsibilities.
- Previous experience providing technical supervision to junior staff is beneficial.
Technical Competencies
- Customer Service Management
- Data Mining & Modelling
- Help Desk Support
- Troubleshooting
Behavioral Competencies
- Communication
- Flexibility
- Learning Agility
- Analytical Skills
