Position: IT Support Supervisor
Department: Billing & Information Systems (IS)
Reports To: IT Manager
Main Purpose:
To provide support services and monitor optimal system performance, availability, data integrity, and accuracy in line with set performance standards.
Major Tasks:
- Develops and updates service desk functions and submits designs to IT Manager for approval
- Develops and updates hardware, software, backup, and network capacity plans, and submits them to IT Manager for approval.
- Develops and updates the infrastructure roadmap and submit it to the IT Manager
- Provides input in the development of disaster recovery and business continuity plans
- Researches IT technology and services trends to stay abreast of changes in the technological environment
- Supervises the provision, configuration, and support of PCs, hardware, and software
- Maintains the inventory of PCs, hardware, and software
- Supervises the allocation of access to IT services through approved access request forms
- Supervises incident management through the IT service desk in line with set SLAs
- Monitors the provisioning of IT services to corporate users
- Participates in all projects requiring IT services
- Ensures systems’ adherence to IT policies and procedures
- Provides second-level support for faults logged in the system in line with the fault management process
- Generates incident reports and submits them to the IT manager
- Provides and supports user access in the Active Directory (AD) against the Human Resource (HR) user register
- Review change requests initiated by the IT team and submits them for approval
- Coordinates and facilitates the implementation of PC hardware and software-approved upgrades
- Monitors Local Area Network (LAN) performance, availability, and throughput, recommending changes to the IT Manager
- Maintains up-to-date PCs software and antivirus definitions
- Performs quarterly AD account checks against the HR register
- Ensures system backups are done and secured properly on daily basis
- Participates in IT risk assessment, business continuity planning, testing, and evaluation
- Participates in disaster recovery plan formulation
- Reviews weekly restorations of backed-up systems and ensures proper filing
- Participates in system recoveries and establishes emergency operations at the disaster recovery site in the event of a disaster
Educational Qualifications and Related Experience:
- A degree in Computer Science or equivalent
- 2-4 years of experience in IT technologies or a similar environment
- 2 years of experience in IT Service Desk is an added advantage
- ITIL certification is an added advantage
Knowledge Areas & Competencies:
- Essential knowledge in customer care, IT support, IT hardware, and software
- Clear verbal and written communication skills and the ability to prepare reports
- Ability to plan and organize in line with job requirements
- Ability to analyse and solve work-related problems to achieve the correct outcomes
- Ability to interact, negotiate (where applicable), and achieve targets
- Ability to manage and develop staff
Interested applicants should submit their applications with two reference letters on or before Friday, 06th June 2024.
Candidates who have not been contacted by Friday, 13th June 2024 should consider their applications not successful.