TECHNICAL SUPPORT OFFICER (SUPERPHARM)

The incumbent is required to provide technical support in the operations and maintenance of the ICT infrastructure and perform specialized technical design, development, testing and implementation duties for specified information systems software of Superpharm Limited under the guidance and direction of supervisors. Installation and support of personal computers and related software; monitoring of the operations of Superpharm Limited’s IT and networking infrastructure; assisting with the installation of computer room and networking infrastructure; and responding to and addressing IT incident reports and requests for help.

JOB RESPONSIBILITIES

• Recognises when an IT system/network/personal computer has undergone a security attack or when a breach of security has occurred, and takes immediate action to limit damage in accordance with Superpharm Limited’s security policy; and applies defined security controls to personal computers and related components.
• Installs or removes hardware and/or software, using defined installation instructions and tools; tests and corrects malfunctions, and documents results in accordance with procedure; provides assistance to users in a professional manner following agreed procedures; and updates related maintenance and configuration records.
• Monitors and logs the actual ICT services provided to users, compared to that required by service level agreements, and liaises with supervisors in the resolution of any breaches.
• Assists professional staff with the release and deployment of changes and updates to the live IT environment by administering the recording of activities and results; and by assisting with early support activities such as providing support advice to initial users.
• Investigates minor security breaches with the IT 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 IT and networking infrastructure of Superpharm Limited.
• Assists with the performance of regular backups and restores, and tracks offsite storage, according to agreed operational procedures.
• Receives and handles service desk and incident management requests for IT and networking infrastructure support following agreed procedures, and maintains relevant records.
• Assists with the investigation and resolution of problems with networking infrastructure and services, and assists with the implementation of preventative measures to address future issues.
• Receives and handles service desk and incident management requests for network and connectivity infrastructure support following agreed procedures, and maintains relevant records.
• Enables compliance with Superpharm Limited’s policies and procedures, and established best practices around the use of information; and identifies the risks involved in the use of such information.
• Maintains an in-depth knowledge of the design, development, operations and management of information systems and products; provides expert advice regarding their selection and application, and supervises other technical specialists.
• Investigates and reports on hazards and potential risk events arising from the use of the information systems of Superpharm Limited.
• Maintains an awareness of the opportunities provided by new information systems technology, tools and techniques and advises on their relevance, applicability and potential value to Superpharm Limited.
• Provides inputs to the service continuity planning process for Superpharm Limited’s information systems and implements the resulting plans.
• Prepares, customises and delivers learning activities including training and sensitisation, on the information systems of Superpharm Limited to a variety of users and stakeholders.
• Contributes to the design of information systems of Superpharm Limited, consistent with defined standards and best practices, and within the constraints of cost, security and efficiency.
• Assists with the planning and execution of the system and acceptance testing of new or amended information systems, particularly for areas of technical specialisation.
• Assesses, analyses, develops, documents and implements changes to the information systems of Superpharm Limited based on requests for change from users and other internal or external stakeholders.
• Assists with the planning and implementation of software releases, including risk assessment and stakeholder coordination, particularly for areas of technical specialisation.
• Utilises agreed quality standards to review information systems development and implementation processes.
• Supervises technical and support staff engaged in performing duties related to particular specialisation
• Provides support on an on-call basis.
• Performs other related duties as assigned.