About the Role
The Senior IT Officer is responsible for providing end-user support related to all Level 1 issues, ensuring that the IT Network Infrastructure at the site is performing optimally and remains functional. This role oversees and maintains reliable, secure, and efficient IT operations, providing advanced technical support, managing IT infrastructure and services, and ensuring system availability to the highest standard with maximum productivity and efficiency. Expertise in troubleshooting, managing service tickets, and designing SLAs is crucial for success in this position.
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Responsibilities
- Provide first-line technical support to users by diagnosing and resolving hardware, software, and network-related issues efficiently.
- Install, configure, and maintain IT peripherals such as laptops, desktops, printers, and related devices in compliance with company policies.
- Manage and support Microsoft Office 365, Active Directory, DNS, and DHCP services to ensure smooth IT operations.
- Monitor systems, networks, and equipment performance to identify malfunctions, analyze faults, and implement timely corrective actions.
- Perform routine preventive maintenance, health checks, and monitoring of IT infrastructure to ensure network security and minimize downtime.
- Maintain accurate documentation of IT assets, troubleshooting activities, fixes, procedures, and technical recommendations.
- Escalate unresolved technical issues to higher-level support teams and coordinate with vendors for issue resolution and follow-up.
- Configure and manage backup solutions, including Synology backup systems, to ensure data protection and recovery readiness.
- Design, deploy, and improve IT service delivery processes in alignment with corporate guidelines, SLA requirements, and business objectives.
- Liaise with clients and Group IT teams to gather requirements, support infrastructure improvements, and proactively maintain reliable IT services.
Qualifications
- Bachelor of Computer Engineering or Equivalent
- Certifications in Cisco & Microsoft Preferred
