Job Description

Job Category: Information and Communication Technology
Degree Level: Bachelor's Degree
:
Technical Support and Troubleshooting

• Respond to hardware-specific issues related to physical devices like computers, printers, and mobile devices.
• Install, configure, and repair hardware and peripherals, ensuring device functionality.

Network Infrastructure Support

• Assist in setting up and maintaining network hardware (e.g., routers, switches).
• Troubleshoot basic network connectivity issues, escalating advanced problems to the network team.

Inventory and License Management

• Maintain inventory of physical IT hardware assets.
• Track the usage and condition of hardware; assist in software compliance as needed.

Project and Initiative Support

• Support hardware-focused projects, such as device upgrades and deployments.
• Assist in hardware aspects of larger IT projects, coordinating with ICT for software elements.

Collaboration and Escalation

• Work with technical staff on hardware issues, escalating software or complex issues to ICT.

Employee Training and Support

• Provide training on hardware equipment, including device care and basic troubleshooting.
• Develop hardware-focused guides for user assistance.

Continuous Learning and Development

• Stay updated on hardware trends, device advancements, and peripheral compatibility.
• Recommend new hardware tools or devices to improve system performance.

For Executive ICT role:
Technical Support and Troubleshooting

• Address a full range of IT support issues, including hardware, software, and network troubleshooting.
• Resolve both device-level and application-level issues for integrated IT support.

Network Infrastructure Support

• Oversee network infrastructure, managing configurations and security for reliable connectivity.
• Conduct advanced network troubleshooting, coordinating with specialized teams as necessary.

Inventory and License Management

• Manage both hardware and software assets, ensuring compliance with software licensing.
• Coordinate with vendors on software renewals and organizational policy alignment.

Project and Initiative Support

• Lead or coordinate IT projects, including software rollouts and network expansions.
• Assess project requirements, plan resources, and ensure smooth transitions in alignment with organizational IT strategy.

Collaboration and Escalation

• Collaborate with both hardware and software specialists, resolving complex technical issues.
• Escalate only high-level issues, leveraging internal and external resources for solutions.

Employee Training and Support

• Conduct training on software, IT policies, and security protocols, covering both hardware and software knowledge.
• Create comprehensive guides for users, covering IT equipment and application use.

Continuous Learning and Development

• Stay informed on broad IT advancements, exploring new software, network technologies, and security practices.
• Recommend technology strategies to enhance system efficiency and user experience.

Skills Required