IT Support Officer at Elenasy

About the role

• As an IT Support Officer, you will play a key role in providing technical assistance and support to end-users within the organization.
• Your responsibilities will include responding to IT-related inquiries, troubleshooting problems, and resolving issues to ensure the smooth functioning of our IT systems and infrastructure.
• You will work closely with the IT team to deliver excellent customer service and contribute to the overall efficiency and productivity of our Organization.

Responsibilities.

• Provide technical assistance and support to end-users by troubleshooting hardware, software, and network issues. This involves resolving help desk tickets, responding to user inquiries, and providing guidance on IT-related issues.
• Manage and maintain IT infrastructure, including servers, networks, and systems. This involves tasks such as installing, configuring, and updating software and hardware, monitoring system performance, and ensuring system security.
• Manage user accounts, permissions, and access rights across various IT systems and applications. This includes creating and provisioning user accounts, managing user profiles, and ensuring compliance with security policies.
• Implement and maintain data backup and recovery procedures to ensure the integrity and availability of organizational data. This involves performing regular backups, testing backup procedures, and restoring data in the event of data loss or system failures.
• Implement and enforce IT security policies and procedures to protect against security threats and vulnerabilities. This may involve conducting security audits, implementing security controls, and responding to security incidents.
• Manage software licenses, including procurement, installation, and license compliance. This includes tracking software usage, renewing licenses, and ensuring compliance with software vendor agreements.
• Monitor and maintain network infrastructure, including routers, switches, and firewalls. This involves configuring network devices, troubleshooting network issues, and optimizing network performance and reliability.
• Assist in the procurement of IT hardware, software, and services. This includes researching vendors, obtaining quotes, negotiating contracts, and managing vendor relationships.
• Maintain accurate documentation of IT systems, procedures, and configurations. This includes documenting system configurations, procedures, and troubleshooting steps, as well as generating reports on IT performance and metrics.
• Provide training and support to end-users on IT systems, applications, and best practices. This may involve conducting training sessions, creating user guides and documentation, and providing ongoing support and assistance.

Job Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• 4- 5 years previous experience in a technical support role or similar IT-related position.
• Strong technical skills across a range of technologies, including hardware, software, networking, and operating systems (Mac, Windows, Chrome OS, Linux and Android).
• Hands on experience on MDMs, Service Desk, Google Workspace and IDPs.
• Excellent Network Administration skills.
• Must be good in scripting and automation.
• Excellent communication and interpersonal skills, with the ability to interact effectively with end-users at all levels of the organization.
• Ability to prioritize and manage multiple tasks simultaneously in a fast-paced environment.
• Certification/Training in ITIL, CompTIA A+, TOGAF, Project Management or similar IT certifications is a plus.
• Dedication to providing exceptional customer service and support to end-users.

Cross-Functional Team(s):

• Finance
• Tech
• Product
• PMO
• Data and Insight
• Founders Office
• IT
• Facility
• Marcomms
• Sales/Commercial
• Operations

Outcome/KPIs (tied to):

• Technical Competencies:
• Incident Management
• System and Network Administrations
• IT Business Support Initiatives (Innovation)
• IT Asset Management.
• End User Support
• Cost management

Soft Skills:

• Customer service
• Effective communication
• Team work
• Adaptability
• Time Management

Output/Input Metrics:

• Incident Management
• Incident Resolution Time
• Service Fulfilment Rate
• Customer Satisfaction Score
• Business Support Initiative (Innovation) 
• Impact on Business Goals.
• User Adoption and Satisfaction.
• Cost optimization/return on Investment
• System Availability and Uptime 
• Service Level Agreement (SLA) Compliance
• Mean Time Between Failures (MTBF)
• Mean Time to Repair (MTTR) Outage/Downtime rate.
• User Administration and compliance 
• User Account Provisioning and Deprovisioning.
• Access Control and Permissions.
• Security Compliance Adherence rate.
• Infrastructure Management
• Capacity Utilization
• Deployment Success rate
• Cost Savings (Percentage)

Benefits

• Comprehensive health insurance
• Hybrid work schedule
• Annual paid time off
• Annual performance bonus
• Training and development opportunities
• Tuckshop (BNPL)
• Employee Stock Option