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:
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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