Department: Infrastructure and Engineering
Section / Unit: Infrastructure
Reporting Relationships
Reports to: Senior Infrastructure Engineer
Job Purpose
The Help Desk Support Officer will be responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software, responds to queries, runs diagnostic programs, isolates problem, determines, and implements solution.
He/she is expected to support projects within the Engineering Department.
Key Responsibilities
Assist in the planning, design, documentation, and implementation of various office systems that include desktop PC’s, servers, network equipment and software applications.
Make recommendations for new equipment and services to be purchased and work with various vendors for procurement.
Perform systems monitoring, verifying the integrity and availability of all hardware, server resources, systems, and key processes.
Train staff on how to use internal office systems including IP phones, WIFI etc.
Maintenance and monitoring of computer networks and systems.
Logging all user queries into the ticketing system.
Diagnosing and solving hardware or software faults.
Testing and evaluating new technology.
Performing electrical safety checks on the company’s computer equipment.
Set up accounts and workstations
Monitor performance and maintain systems according to requirements
Troubleshoot network issues and any outages.
Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
Operationalize different support models and generate runbook plans for remote support.
Job Competencies (Knowledge, Experience and Attributes/Skills)
Academic Qualifications and Experience
BSc/BA in Information Technology, Computer Science, or a related discipline; professional certification (e.g. LPIC, Red-hat RHCSA Microsoft Certified Systems Administrator (MCSA, CISA) is a plus
At least 2 years’ proven experience as a System’s Administrator, Network Administrator or a similar role
Experience with postgres and mysql databases, networks (LAN, WAN) and patch management
Experience with Zabbix monitoring technology.
Knowledge of system security (e.g. intrusion detection systems) and data backup/recovery
Ability to create scripts in Python, Perl, or other language
Familiarity with various operating systems and platforms (Linux/Unix/Windows/MacOS)
Competencies and Attributes/Skills
Good interpersonal and communication skills.
Good analytical, problem-solving skills and resourcefulness
Ability to maintain confidentiality with sensitive customer and internal information.
Comfortable with most aspects of operating system administration i.e. configuration of mail systems, system installation and configuration, printer systems, installing third-party software.
Working knowledge of applications and network security, understanding of vulnerabilities and countermeasures.
Ability to work well individually as well as part of a team.
Ability to multi-task, prioritize and pay close attention to details
Ability to work under pressure and meet deadlines
