The Senior IT Technical Support is primarily involved in providing technical support for software, infrastructure and hardware systems (e.
g. usage of web application, storage, hardware, servers, and networking components) from installation to maintenance support.
S / he also acts as documentation specialist ensuring that documentation system (e.g. Knowledgebase) is implemented and used efficiently and that all requirements are met.
JOB DUTIES AND ESSENTIAL FUNCTIONS
Technical Support (Hardware & Network Systems)
Installs, monitors and maintains computer hardware operating systems, applications, and networks
Sets up new users' accounts and profiles
Ensures that hardware systems and other MIS equipment are kept in good quality condition; recommends upgrades as necessary
Performs the device life cycle management activities from Evaluation Phase to Asset Disposal Phase, including proper equipment disposal, data deletion, compliance with software license agreements, coordination with vendors and documentation.
Receives and troubleshoots technical and applications problems and service requests; provides quality and timely response.
Helps in the rollout of new applications including testing requirements and evaluating new technology.
Ensures that IT policies and procedures are observed in carrying out daily services / transactions.
Able to use and maintain Grafana monitoring system to keep servers / systems running smoothly.
Able to run commands in Linux systems to attend 1st Level system issues and request.
Administration of Bluehost Email Server (Bluehost).
Able to understand simple Network office setup.
Ensures that the documentation system (e.g. Knowledgebase) is updated and maintained according to service levels
Collates policies / documents for upload in the Knowledgebase
Ensures that materials for upload fulfill the requirements to initiate the upload process; coordinates with document creator as necessary
Handles the email blast to all employees once a new document / policy is uploaded in Knowledgebase
Maintains a systematic control system to properly maintain Knowledgebase.
Systems Improvement and Application Development
Assesses and recommends changes to existing application / s according to changing operational and business requirements;
implements software changes as necessary
Contributes to database documentation on data standards and procedures.
End User Management
Performs duties diligently and according to service level agreements
Provides administrative support in conducting satisfaction surveys to determine the IT service level.
Takes on other duties and responsibilities that may be assigned from time to time
Education : Required :
Bachelor’s Degree in Computer Science / Engineering, IT or other related programs
Licenses & Certifications
Master’s Degree or units in Computer Science / Engineering is an advantage but not a requirement
Related trainings, seminars, licenses and certifications is an advantage but not a requirement.
Years of relevant experience :
With at least 3-5 years of supporting IT business process, project management and IT management or other related experience
Experience with the software development process; SAP or similar ERP system (list other systems) experience, an advantage