IT Support Officer

As an IT Support Officer in our centralized company setting, you will be a key player in ensuring the smooth operation and security of our IT infrastructure

Reports To: IT Manager                                                      

Liaises/Collaborates with: Regional IT, Communication Service providers, Suppliers and Vendors, Senior Management, Service Desk.

Supervision given to: IT Staff           

Purpose:   As an IT Support Officer in our centralized company setting, you will be a key player in ensuring the smooth operation and security of our IT infrastructure. Your role will encompass a wide range of responsibilities including IT data protection compliance, project support, digital transformation initiatives, helpdesk support, escalation management, end-of-day (EOD) processes, and system backups. You will work in a shift system to provide continuous support and ensure the reliability and efficiency of our software and hardware resources.

Main Duties & Responsibilities:

1. Project Support and Digital Transformation:
• Assist in the planning and execution of IT projects aimed at enhancing infrastructure, implementing new technologies, and improving business processes.
• Support digital transformation initiatives by evaluating and integrating new digital tools and platforms.
• Collaborate with cross-functional teams to ensure the successful adoption of digital solutions.
2. Helpdesk Support (Tier 1 and Tier 2):
• Provide first-line (Tier 1) and second-line (Tier 2) technical support to end-users, addressing hardware, software, and network issues.
• Resolve technical problems promptly, ensuring minimal disruption to business operations.
• Document support requests, solutions, and frequently asked questions in the helpdesk ticketing system.
3. Escalation Management:
• Escalate unresolved issues to Corporate IT or external vendors as necessary.
• Coordinate with Corporate IT or vendors to ensure timely resolution of escalated issues.
• Monitor and follow up on escalated tickets to ensure they are resolved satisfactorily.
4. End-of-Day (EOD) Process:
• Perform end-of-day procedures, including system checks, data backups, and report generation.
• Ensure all critical systems are operational and backed up as required.
• Address any issues identified during EOD processes promptly.
5. Shift System:
• Work in a shift system to provide IT support coverage during business hours, evenings, and weekends as needed.
• Ensure a smooth handover between shifts, documenting any ongoing issues or important information for the incoming team.
6. Backup and Recovery:
• Manage and monitor data backup processes to ensure data integrity and availability.
• Perform regular test restores to verify backup reliability.
• Assist in disaster recovery planning and execution.
7. Software and Hardware Support:
• Install, configure, and maintain software applications and hardware devices.
• Conduct regular maintenance and updates to ensure optimal performance and security.
• Manage software licenses and hardware inventory, ensuring compliance with licensing agreements.

8. Data Protection and IT Compliance:
• Identify potential IT risks by conducting regular risk assessments and audits of IT systems, processes, and infrastructure.
• Analyze the impact and likelihood of identified risks and prioritize them based on their potential impact on the organization.
• Conduct regular audits to ensure adherence to data protection and IT compliance standards.
• Educate employees on data protection best practices and compliance requirements.

9. Compliance and Regulatory Adherence:

• Ensure that IT operations comply with relevant laws, regulations, and industry standards (e.g., DPA JM, GDPR, CCPA, ISO 27001).
• Develop and maintain IT policies and procedures to ensure regulatory compliance and best practices.
• Coordinate with internal and external auditors to facilitate IT audits and address audit findings.

REQUIRED EDUCATION/ EXPERIENCE:

• Bachelor’s degree in computer science, information technology, or a related field.
• Proven experience in IT support, data protection, IT compliance, and project support.
• Strong knowledge of IT systems, networks, and infrastructure, including experience with helpdesk support (Tier 1 and Tier 2).
• Familiarity with data protection regulations (e.g., GDPR, CCPA) and IT compliance standards.
• Experience with backup and recovery processes and tools.
• Excellent troubleshooting and problem-solving skills, with the ability to handle multiple tasks simultaneously.
• Strong communication and interpersonal skills, with the ability to interact effectively with users and stakeholders at all levels.
• Ability to work in a shift system, providing coverage during business hours, evenings, and weekends.
• Relevant certifications such as CompTIA A+, CompTIA Network+, ITIL, or similar are a plus.

 REQUIRED SKILLS / EXPERIENCE:

• Effective oral and written skills.
• Good Interpersonal skills.
• Strong organizational/coordination skills and excellent at time management.
• Be a team player.
• Acquire strong troubleshooting and problem–solving skills.
• Experience in hardware repairs.

DESIRABLE PERSONAL CHARACTERISTICS:

• Systematic
• Self-motivated
• Goal-oriented
• Innovative
• Able to cope well under pressure
• Persistent and committed