ICT Officer

Job Summary

The ICT officer provides help desk and systems support. He/she focuses on troubleshooting network, server and database problems in addition to resolving end user requests and incidents.

He/she is a driven team member, resourceful and strives for continuous improvement at all levels.

Knowledge, Skills and Experience

·      1+ years of experience in ICT support

·      Advanced Diploma / bachelor's degree

·      Driving license holder, Professional certification (s) such as CCNA, CompTiA+, CISCO, etc. are a plus

·      Experience supporting Microsoft Office 365 packages

·      Experience of producing analytical reports

·      Proven experience in network configuration, administration and maintenance

·      Proven experience in applications support and enhancement

·      Practical knowledge of ITIL v3 processes including Incident, problem and change management

·      Hands-on desktop support experience

·      People management experience

Job role

Key Responsibilities & Critical Success Measures

·       Provide technical support for various operating systems, including Windows Server 2019 and 22, Windows 10, and 11, and Linux Ubuntu.

·       Manage computer networks, including wireless connectivity, cable management, switching, and routing.

·      Support end-users by utilizing the organization's ticket management tools.

·      Perform regular enterprise backup and recovery procedures, as well as monitor system performance.

·      Administrates users' Microsoft Office 365 packages, including SharePoint and OneDrive for Business.

·      Support and administer the business's core softwares, such as Aqua Manager, Sage 200, Fish counting software, and weather information protocols.

·      Support software implementation, configuration, and testing.

·      Document all system and network incidents through RCAs (root cause analyses) and PCAs (preventative corrective actions).

·      Troubleshoot and resolve computer hardware problems.

·      Analyze and communicate data and metrics to support business decisions and measure the impact of workforce investments on business performance.

·      Demonstrate an understanding of the organization's wider political and economic environment, and focus on effective service delivery, resource management, and key performance indicators.