IT Support Officer

The IT Support Officer reports directly to the IT Manager and supports the information technology (IT) services throughout the group of companies. The incumbent provides first level and second level technical support to users and escalates to the IT Manager.

Employment type: Permanent (6 months probation)

Location: Belmont, Port of Spain

Salary: $7,000.00-$7,500.00

Working days: Monday - Friday (7:45am to 4:15pm (paid overtime when needed)

Job description

The IT Support Officer reports directly to the IT Manager and supports the information technology (IT) services throughout the group of companies. The incumbent provides first level and second level technical support to users and escalates to the IT Manager.

The IT Support Officer provides Information Communication Technology (ICT) services to the organisation, support and maintain the ICT infrastructure (data and voice), ICT security, ICT systems, software and hardware located on-premises and off premises. The officer will also support the Chief Financial Officer (Group) and Managing Director (Group) where ICT is a key component in meeting important business initiatives.

Some of the duties include but are not limited to the following: -

IT Development 

• Provide technical support on project related activities requiring information technology systems and services
• Assist with education and training programs to ensure appropriate use of ICT resources by system users, in compliance with ICT security policies.
• Documents standard operating procedures as directed and guided by the IT Manager, to ensure the effective operation of the IT department.
• Assist in ensuring standard security guidelines are applied within business and IT projects and throughout all aspects of the IT Department.  
• Co-ordinates I.T purchases (hardware, software and servers) to ensure effective deployment of I.T solutions.

System Availability and Maintenance

• Provides effective preventative and remedial system maintenance.
• Ensure back-up equipment is available as and when needed.
• Perform system back-up (operating system, applications and data) in accordance with standard procedure.
• Monitor and enforce security procedures to comply with the organisation’s standards.
• Schedules and conducts routine system checks and maintenance.
• Document issues and solutions in the ticketing system.
• Document system configuration and technical guides.

System Performance and Operation   

• Performs periodic checks on equipment/System performance and effect performance tuning.
• Investigate root causes of user complaints and queries and take remedial action.
• Install computer equipment and related hardware components.
• Install applications software approved for use within the organisation, including operating system software.
• Setup and manage user access on the domain, ensuring access to shared resources and appropriate businesses applications as directed by the IT Manager
• Perform routine data storage and retrieval storage/retrieval based on documented requests from Management.
• Daily task of monitoring, updating and maintaining the helpdesk application, ensuring ticketing statuses are always current and the users are regularly updated.
• Assist Purchasing Department to ensure consumables for all printers are stocked at an appropriate level, and submit requests to Purchasing Department for consumables as and when needed

Communication/Reporting and Records Management 

• Prepare monthly status report to the IT Manager based on the responsibilities of the position for review and discussion.
• Prepare and maintain an accurate asset management record of all IT equipment, including any movements within and outside the organization.
• Prepare a monthly report on the status/health and location of all IT equipment
• Compose correspondence as directed for review and sign off by the IT Manager, or other senior manager.

Miscellaneous

• Performs any other duties as directed by the IT Manager (or other senior manager) or as required to execute the inherent responsibilities of the position.
• Report any suspicious activities immediately to the IT Manager or available senior manager.
• Maintain a courteous and respectful disposition when dealing with all employees of the organization, especially senior managers and Directors.
• Obtain and supply information as requested.
• Compliance with the organization’s HR policies and procedures.

EDUCATION AND EXPERIENCE 

• Diploma in Management Information Systems, Information Technology or related discipline. Being in active pursuit of a Bachelor’s Degree in Information Technology, Computer Science or a related discipline would be an asset. 
• Experience with setting up/configuring networks (WLAN, LAN, WAN); professional certification (e.g. MCSA, MCSE or CCNA) would be an asset.
• Experience with managing various operating systems and virtualized server platforms (Hyper-V, VMware ESXi)
• Experience with system security and data backup/recovery.
• Highly proficient in Microsoft office applications, especially Word and Excel is a must.
• A minimum of three (3) years’ of progressively responsible work experience
• Experience with Dynamics GP and Sage50 accounting systems would be an asset
• Knowledge of IP Camera Systems.
• Familiarity with various operating systems and platforms

COMPETENCIES

• Communication Skills – must communicate effectively and professionally, whether written or oral, ensuring courtesy and respect is maintained
• Punctuality and Regularity – must demonstrate a consistent track record of low absenteeism and being on-time
• Organization Skills – must have the ability to effectively and efficiently manage time, energy and resources, prioritize tasks, and stick to tight deadlines to accomplish tasks successfully
• Attention to Detail – must demonstrate a meticulous and thorough nature in carrying out tasks with a consistent high level of quality
• Problem-solving – must demonstrate technical and logical thought processes in resolving difficult or complicated challenges.
• Work Ethic – must be a self-starter, that demonstrates a strong commitment to the organization’s goals by taking ownership of assigned tasks and goes “above and beyond” when the necessary

OTHER REQUIRMENTS

• A valid driver’s license.
• Having a vehicle in good working order is mandatory.