ACE IT TECHNICIAN (GUYANA)

JOB TITLE

ACE IT TECHNICIAN 

DEPARTMENT

Information Technology

HOURS OF WORK

According to operations of the location.

POSITION STATUS

PERMANENT

ORGANISATIONAL RELATIONSHIPS

REPORTS TO

DIRECT REPORTS

IT Manager

ACE IT Supervisor

LIAISES WITH

EXTERNAL:

The general public

INTERNAL:                                     Managers and Staff of other departments within the Company.

POSITION SUMMARY

The ACE IT Technician is responsible for ensuring that the ACE propriety systems, LAN connectivity and PC hardware systems are properly functioning. The incumbent is also responsible for delivering the required information to end-users and assists all end users with any IT related issues.

KEY ACCOUNTABILITIES    

• Completes maintenance and troubleshooting of PCs, Servers, LANs, WANs, and a real-time software applications.
• Monitors network performance.
• Must ensure the deployment of all relevant software, appropriate security patches, hot fixes and required software updates.
• Responsible for implementing licenses for specific software applications.
• Performs all system backups and coordinates on-site and off-site rotation according to the regular schedule.
• Ensure all daily reports are completed and submitted at the end of every shift.
• Complete and submit in a timely manner all weekly and monthly IT reports.
• Ensures all documentation is kept up to date on a regular basis i.e. all applications, systems and IT equipment.
• Monitor all IT inventory at all times and ensure that required logs are updated at the end of each shift.
• Complete stock count and provide timely and accurate reports where needed as well as informing the Supervisor of all stock needed in a timely fashion.
• Respond to all end user customer requests and update Supervisor on a daily basis.
• Ensure that IT standards and procedures are maintained and employees are educated about compliance issues as required.
• Ensures the work environment is kept in a tidy manner and ensure the department is kept tidy at the end of each shift.
• Keeps abreast of all IT related trends and researches innovative ideas that can be implemented to improve the operations of the department.
• Performs any other duties as required by Management/Supervisor in the interest of achieving the Company’s goals and objectives.

KEY PERFORMANCE INDICATORS   

• 100% completion and submission of all shift reports on a daily basis.
• 95 % daily resolution and responses to email and other end user issues.
• 100% maintenance and troubleshooting of all PC’s, Servers, LAN’s WAN’s and real time software applications every three (3) months.
• 100% completion and submission of accurate reports detailing all system backups and coordination of on and off site rotations on a monthly basis.
• 95% Weekly completion of all special requests as outlined by Management or Supervisors.
• 100% completion and submission of accurate monthly reports.
• 95% weekly updates of all records.
• 100% submission of all stock requisition on a weekly basis.
• 95% maintenance of depleting stock levels by monitoring stock levels and ensuring that all items are replenished on a timely basis.
• 100% maintenance of a cleanly work environment on a daily basis.

BEHAVIOURAL COMPETENCIES

• Business Perspective- Demonstrates solid understanding of business issues, processes and outcomes to enhance business performance
• Communication – Displays excellent verbal and non-verbal skills, understands and conveys information effectively and uses these skills to positively influence people and outcomes.
• Leadership – Ability to positively manage one self, influence and set example for others to follow
• Service Orientation – Consistently displays an energetic and positive outlook and a willingness to attend to the needs of others.
• Decision Making- Makes decisions involving varied levels of risk and ambiguity.

• Developing Self- Ability to develop and demonstrate personal flexibility through the willingness and ability to manage one’s self and overall learning endeavors and must be able to work independently.
• Teamwork – Demonstrates the ability and willingness to be supportive of and cooperative with other members of the team and a proven ability to effectively build and foster a team environment.
• Professionalism – Displays a high degree of professionalism in attire and grooming, attitude and conduct.
• Confidentiality – Ability to maintain absolute confidentiality regarding employee and company information
• Emotional Intelligence – Understands and deals effectively with own emotions as well as that of others.
• Conflict Resolution – Has a high capacity to listen and understand different points of view and has the ability to identify and skilfully diffuse difficult situations thus maintaining a comfortable working environment.
• Results Management- Organizes and prioritizes time, work and resources to accomplish objectives in the most effective and efficient way within set timelines. Ability to multitask and handle high volumes of work in a high pressure environment.
• Strategic Thinking- Understanding and processing complex information and exercises sound judgment, considering the situation, the issues, the key players, and levels of authority involved. Proposes course of action that furthers the objectives, priorities and vision of the organization.
• Visioning and Alignment- Supporting, promoting and ensuring alignment with the organization’s vision and values.

EDUCATION & TRAINING REQUIREMENTS

EDUCATION & TRAINING

• A Diploma in IT or any related IT field.
• Ability to evaluate critical systems, prioritizes work, and determines solutions
• Excellent verbal and written communication skills.
• A working knowledge of these technologies: Microsoft products i.e. server and client versions, related utilities, database applications, networking technologies, cloud base technologies and any IT related hardware installation and support.
• A+ or similar certification.
• Network+ would be an asset.
• A working knowledge of or background in integrated online systems, LANs/WANs, telecommunications networks, and application software.

EXPERIENCE

• At least one (1) year experience in a similar IT related field.
• Must be able to work 24/7 shift, public holidays and weekends.
• Must have basic hands-on experience with networking, configuring network subnets, etc.
• Terminating network connections.
• Hands on experience in database backups and restoration.