Job Description
Under the direct supervision of the IT Manager, the IT Volunteer will be responsible for providing daily technical support and troubleshooting of all computer systems.
Major Responsibilities
IT Support – Provide Level 1 and Level 2 Support
Work with end-users or IT colleagues (or Service Desk) on resolving Level 1 and level 2 issues.
Resolve or escalate Level 3 issues to appropriate internal or external resource (IT Manager/Regional IT lead /Applications team Service desk and vendor) as necessary.
Installation & Configuration And Management Of
Desktop/laptop hardware and software, and peripherals, using IRC standard Windows 10 operating system image.
Specialized application installation and support such as, but not limited to, Office 365 suite, Workday, Rescue Net, ERP, IRHIS.
Essential network services e.g., Printers, scanners, shredders, Audio Visual Conferencing applications etc.
Verify and provide technical consultancy to procurement regarding purchasing spare parts for IT equipment and ensuring equipment purchased are of the right specifications and conform to the IRC standard specifications.
Ensure data protection & backup systems are working properly (software & hardware) through BOX backup service.
Provide level 1 and 2 support to end users tracking support tickets from a Helpdesk system or calls from any telecommunication channel.
Assist with users e-mail account, creation, setup, archiving, termination, and distribution group management.
Install, document, manage and support wired and secured wireless networks in the offices.
In coordination with the IT Manager, put work plans in place for improving IT systems, Internet connections and local networks for better performance and benefits.
Local Area Network, wireless network, peer-to-peer or client server architecture, as appropriate.
Regular monthly reporting as per the report template
Performs miscellaneous job-related duties as assigned.
Qualifications
Bachelor’s degree; at least 2 years of progressively responsible work experience directly related to the duties and responsibilities specified.
Knowledge, Skills And Abilities Required
Knowledge and understanding in Networking and Infrastructure Technologies (LAN/WAP administration, Cisco Meraki environment, UNIFI)
Knowledge and understanding of Office 365 Suite
Virtualization expertise on windows platform environments
Working knowledge in Cloud computing technologies and data storage i.e., BOX
ITIL V4 fundamentals to administer and manage the service desk platform and improve SLAs and CRM will be an added advantage.
Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.
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