Key Result Areas (Key Accountabilities)

1. Work as part of a team of IT Service Engineers team to be the initial contact for all IT related support requests.

2. Provide advanced IT technical troubleshooting and problem-solving skills for system users both onshore and offshore.

3. Escalate support issues as necessary to other members of the IT team and external vendors.

4. Accurately assess and record incidents using Service Desk Tool to ensure timely resolution and user satisfaction.

5. Provide expertise in a range of business and technical applications.

6. Manage the build, distribution and inventory of computer equipment, applications, and accessories.

7. Ensure incidents are resolved or escalated in accordance with IT policy.

8. Ensure Critical incidents reported after office hours are escalated and reported to IT Management.

9. Take ownership and maintain the IT Asset Management platform.

10. Maintain the active directory and end-user system access according to Company policies.

11. Track and manage the progress of customer support issues from initial capture to resolution using the available tools.

12. Develop and maintain a current Knowledge Base of known issues and solutions to fully leverage team experience and best practice.

13. Ensure that the appropriate Information Technology Infrastructure Library (ITIL) processes in support of Incident, Problem, Request Fulfilment and Change are followed.

14. Responsible for helpdesk support line, including afterhours support on rotation. 

Communication and Important Working Relationships

Internal Contacts: All end-users.

External Contacts: Support Vendors and Maintenance Contractors

Skills

Knowledge, Skills, Experience and Job-Related Competencies

Educational Qualifications:

 College Diploma in Computer Science or other IT related subject.

 Microsoft Certified Systems Engineer preferred.

Experience Profile:

 5+ years of previous technical IT work experience with System Administration, Networking, or IT Support roles.

 Previous experience with supporting technical engineering or geoscience applications preferred. Competencies/Skills/Others:

 Advanced knowledge of Windows computer operating systems.

 Advanced knowledge of business applications and databases including MS Office, MS Project, MS Access, Structured Query Language (SQL), Oracle, and Citrix.

 Knowledge of Active Directory and System Centre Configuration Manager.

 Knowledge of Exchange and mailboxes management.

 Windows Operating System Upgrade project experience beneficial.

 Personal Computer (PC) / Laptop imaging.  Fundamental knowledge of Data Networking.

 Knowledge of Information Technology Infrastructure Library (ITIL) v3.

 Ability to learn fast and develop innovative solutions.

 Disciplined troubleshooting skills.

 Dedicated team working.

 Ability to always follow up problems with customers to completion.

 Excellent spoken and written English communication skills.

 Proactive customer service attitude.

 Strong time management skills.

 Takes initiative and work well alone and as part of a team.

 Be organized, efficient, flexible, and quality focused.

 Ability to respond quickly whilst working under pressure