Engineer – O & M

Job Summary:

The mission to provide operational and hands-on support to IS systems and services, including users, applications, software and hardware and preparing and checking new IT equipment to the warehouse.

Duties & Responsibilities:

The Engineer-O&M role will be accountable to achieve the following objectives:

• Monitoring and handling the I.T Equipment Material such as, Desktops, laptops, printers etc..

• Track and route problems and requests and document resolutions

• Assist in implementation of appropriate IT policies and procedures within the organization from an

• acceptable use policy

• Direct interface between IS and end users in telephonic, electronic or hands-on systems faults 

• Resolution throughout the organization.

• Log all reported faults into service management application.

• Attempt online resolution of reported faults and log incidents for further action.

• Initiate and maintain a unique communication strategy with end-users on a variety of IS related issues including developments in applications, systems, security, and expected downtimes.

• Respond to all trouble calls and raise tickets where appropriate.

• Perform hands-on faults resolution activities on user hardware and software, as well as installation and configuration requests to customer satisfaction.

• Work proactively and reactively to meet customer expectations and resolve all reported faults within specified time.

• Report on activities of the support unit on a periodic basis.

• Assist in promoting the goodwill of the IS Service department by offering quality customer service to end-users.

• Processing all kind of IT related forms and organize filing system.

• Perform any other tasks within the field of competence delegated by his /her superiors

• Appropriately report the status of previous month to the line manager

• Recording IT inventory into the new database and keeping maintenance, updates of system accordingly

• Coaching staff/users about the new applications usage  

Job Requirement:

Education: 

• Bachelor Degree in any IT Field, A + Hardware and preferably Computer Science and Basic Networking and MCSE certified.

Experience: 

• At least 2 - 3 years’ experience in IS service / help desk service delivery, including hands-on technical service provision.

Job Location: