Senior IT Technician DataMate ICT Limited

Job Purpose:

• IT Service Desk is the central point of contact for all IT related incidents and service requests.
• The role of the IT Support Technician is to provide level 2 support for all staff & client offices.
• The IT Support Technician is responsible for resolving support requests as well as meeting
  customer satisfaction and continuous service delivery demands. IT Support staff work in a
  dynamic, fast-paced environment which provides services over the phone, through e-mail, in person (for walk-in customers) and self-service.

Main Duties and Responsibilities:

• To diagnose and resolve software and hardware incidents, including operating systems
  (Windows and Mac) and across a range of software applications.
• To assist all our users with any logged IT related incidents when called upon.
• To take ownership of issues by carrying out problem analysis to implement temporary or
  permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• To accurately record, update and document requests using the IT service desk system.
• To install and configure new IT equipment.
• To resolve incidents and upgrade different types of software and hardware.
• To resolve incidents with desktops, laptops, printers, copiers, scanners, PABX, access control,
  CCTV systems, routers, switches and networks.
• To maintain a first class level of customer service ensuring that all customers are treated
  efficiently and in an appropriate manner.
• To maintain excellent verbal communication skills with the ability to communicate effectively
  with technical and non-technical colleagues at all levels in the organization.
• To be a highly motivated team player with the skills and ability to manage changing priorities.
• To create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more selfsufficient.
• Exhibit a flexible approach to working on a Rota basis and provide necessary cover where
  needed.
• Be willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes.
• To work within the relevant policies and procedures. (No Pirated Software Allowed)
• To participate in the Annual Performance Development Review Process.
• To actively support equality and diversity policies of Mian Computer Systems.
• To attend training courses as identified and agreed for appropriate development.
• Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility.
• To ensure communication with clients is through company email or phone and as much as
  possible cc the Director – Technical Solutions at all times

Requirements and skills

• Proven experience as IT Technician or relevant position
• Excellent diagnostic and problem solving skills
• Excellent communication ability
• Outstanding organizational and time-management skills
• In depth understanding of diverse computer systems and networks
• Good knowledge of internet security and data privacy principles
• Degree in Computer Science, engineering or relevant field
• Certification as IT Technician will be an advantage (e.g. CompTIA A+, Microsoft Certified IT
  Professional)