INFORMATION SYSTEMS & TECHNOLOGY (IS&T) OFFICER

he incumbent is required to provide technical support in the operations and maintenance of the ICT infrastructure of the University under the guidance and direction of the IS&T Manager.

The UNIVERSITY OF THE COMMONWEALTH CARIBBEAN invites applications from suitably qualified and experienced persons to fill the position of:

INFORMATION SYSTEMS & TECHNOLOGY (IS&T) OFFICER

JOB SUMMARY:

The incumbent is required to provide technical support in the operations and maintenance of the ICT infrastructure of the University under the guidance and direction of the IS&T Manager. The incumbent will responsible for the installation, maintenance, troubleshooting and upgrade of computer hardware, software, network infrastructure, personal computer networks, peripheral equipment and the institution’s electronic mail systems; assess user training needs and assist users in effective use of applications; make recommendations regarding hardware and software acquisitions; prepare documentation and provide user assistance to staff and students; and perform related work as required.

RESPONSIBILITIES: (including but not limited to)

• Implementation of new ICT infrastructure, technology acquisitions, software solutions and upgrades in accordance with instructions from the IS&T Manager.
• Receives and handles electronic Service Desk tickets and incident management requests for ICT and networking infrastructure support following the SLA and policy procedures enacted by the IS&T Manager.
• Ensures that all ICT Service Desk calls are logged, diagnosed and resolved with an understanding of priority and business impact, in accordance with the SLA and policy procedures enacted by the IS&T Manager.
• Installs or removes hardware and/or software, using defined installation instructions and tools; tests and corrects malfunctions, and documents results in accordance with procedure; assists users in a professional manner following agreed procedures; and updates related maintenance and configuration records.
• Investigates minor security breaches with the ICT infrastructure in accordance with established procedures, takes defined corrective action, and updates relevant security records and documentation.
• Carries out agreed operational procedures of a routine nature; and contributes to maintenance, installation and problem resolution for the ICT and networking infrastructure of the University.
• Develop and maintain internal telephony systems and technologies to improve service, reduce costs, contribute towards low-carbon working and identifying areas for future improvements.
• Assists with the performance of specific backups and restores as instructed by the IS&T Manager, and in accordance with University ICT Security Policy.
• Coordinate and assist with the daily setup and retrieval of audio-visual equipment in accordance with UCC’s online equipment/room booking system, with a view to ensuring that equipment is setup as requested and on-time.
• Maintain effective communication between third party vendors and the University Financial Unit to effectively action ICT procurement as directed by the IS&T Manager.
• Provide technical & infrastructure support for the ICT environment.
• Responsible for the implementation of user access change requests and account creation and removal/suspension across various software applications, network resources and Active Directory Environment.
• Assist where required with the research and evaluation of new software and technologies to improve on and/or create new business processes.
• Works with the IS&T Manager/assigned Inventory Coordinator to maintain ICT inventories including Hardware and Software Assets.
• To own and be responsible for the completion of tasks to established standards and quality expectations.
• Develop and maintain effective working relationships with partners, staff, contractors and service providers, and act as the client contact in undertaking the duties in the job summary.
• Any other duties consistent with the nature, level and grade of the post as may be required.

REQUIREMENTS AND SKILLS

Specialized Knowledge

• Adequate knowledge of computer hardware, software and peripherals such as central processing units, servers, monitors, cables, network systems, printers, modems etc.
• Knowledge of the functions, operations and technology related to UCC’s academic and administrative applications and related hardware and software.
• Knowledge of current technology related to UCC’s applications, networks and telecommunications and the equipment and software required to maximize system support.
• Knowledge of procedures for installing, configuring, upgrading, troubleshooting and repairing applicable software, hardware and peripherals.
• Knowledge of appropriate principles, practices, hardware and software related, to the establishment and maintenance of LAN’s and WAN’s; and
• Knowledge of related techniques for explaining technical concepts and procedures to non-technical users.

Specialized Skills

• Ability to communicate effectively, both orally and in writing.
• Ability to organize, prioritize and schedule work assignments.
• Ability to work effectively in diverse community.
• Ability to resolve complaints and concerns.
• Ability to operate various maintenance equipment and tools.
• Ability to travel and work independently if tasked to do so by the IS&T Manager.

Skilled In

• Installing, configuring and upgrading operating systems and software, using primarily standard business and administrative application practices;
• Installing, configuring, assembling and repairing computers, monitors, network infrastructure and peripherals such as printers and related hardware;
• Monitoring the institution’s LAN’s and WAN’s;
• Troubleshooting and solving hardware and software problems;
• Instructing users on new or upgraded computer applications and hardware;
• Using initiative and independent judgment within established guidelines and procedures;

Core Values

• Commitment: Actively contributes to achieving organizational goals
• Diversity: Respects others and values their diverse perspectives and contributions
• Integrity: Acts in a manner consistent with UCC’s core values and organizational principles
• Accountability: Takes responsibility for own action and delegated work

Core Competencies

• Communication: Actively works to achieve clear and transparent communication with colleagues and with stakeholders of UCC.
• Collaboration: Works effectively with others on common goals and fosters a positive, trust-based working environment
• Planning: Works towards the achievement of goals in a structured and measured manner
• Analysis and decision-making: Analyses available information, draws well-founded conclusions and takes appropriate decisions
• Initiative-taking: Proposes and initiates new ideas, activities and projects
• Flexibility: Responds positively and effectively to changing circumstances

KEY QUALIFICATIONS

• A BSc degree in Computer Science/Information Technology
• At least three (3) years of technical experience in the field of computing and information technology.
• Good technical knowledge of and experience with a variety of technologies, including Microsoft Active Directory, Microsoft and/or Linux Server technologies, Cisco & Ubiquiti Networking hardware and software, Microsoft OS and cloud-based storage systems.