IT Operations Technician
Emirates Group IT
Total years of experience :13 years, 0 Months
• Level one customer support for IT Services provided by TOC
• Responsible for maintaining high standards for operations and continuously improving customer satisfaction.
• Proactively identifying & highlighting issues and risks that may affect the services provided by Emirates Group IT or the Technical Operations Centre (TOC).
• Analyzing reported incidents and providing solutions to customers enabling them to resume work with minimum disruption in agreed Service Level Objectives.
• Ensure performance, reliability and transparency of all aspects of operational elements.
• Accountable for IT customer services, working closely with the IT Functions to ensure they are optimized for availability, stability, integrity, performance and scalability.
• Participating in the assessment of newly introduced systems by providing feedback to make sure that customer service targets are met
• Promote compliance of all IT related policies mandated throughout organization, supporting policy communication, development, adherence and importance.
• Escalating all non-conformances to Line management and Business Heads.
• Maintain effective and efficient relationship with other IT Teams providing operational services
• Support, service/Operations management, ITIL alignement
• Excellent understanding of enterprise IT including cloud, networks, compute and storage and end user computing
• Maintaining confidentiality of work-related information, materials, and staff sensitive data
• Provide input to and co-ordinate with technical teams to reduce number of recurring incidents (including security threats), to increase system availability and to reduce business impact in case of system failure as well as provide feedback to improve the automation of root cause analysis within the monitoring tools
• Troubleshooting issues with workstations, printers, IP PBX phones, client applications and A/V equipment;
• Installation, configuration and maintenance of project and corporate client devices (laptops/desktops/Smartphone) and corporate applications (including Windows, IOS, MS Office Suite, Lotus Notes, Kaspersky AV);
• Maintenance and administration ICT equipment &network (client computers, printers, projectors, video conferencing equipment, IPPBX phones);
• Maintenance and monitoring of server room;
• Network cable management
• Installation and maintenance of corporate and project LAN (cabling, server installation, management of domain services.
• Installation and maintenance of WAN and VPN connectivity (Internet connection and services, Leased line, ISDN and dial-up connection and devices configuration and maintenance.
Manage a management information system (MIS) that captures information about PSI/Botswana’s activities, including condom sales and the reach of behavior change communications programs
Implement a Geographic Information System (GIS) that can map the coverage of PSI/Botswana’s activities
Provide analyses of MIS and GIS data to inform programmatic decision making, such as setting priorities in the targeted distribution of condoms or the outreach of community mobilization efforts
Participate in the development of tools that can improve the monitoring and tracking of PSI/Botswana’s activities
Work closely with the Finance department to ensure consistency between MIS and sales data, to enable prompt invoicing of customer, to prepare sales commissions, and to facilitate analysis of cost-effectiveness
IT Assistant
• Attending to all user support requests
• Monitoring and Maintaining computer systems and networks
• Creating awareness on computer safety and network security
• Assisting in the provision of specifications for software and hardware acquisitions
• Ensuring network availability, optimum performance and security
• Managing service level Agreements with service providers (ISP, IT support etc)
• Trouble shooting system and network problems and diagnosing and solving hardware/software faults;
• Installation and configuration of software and hardware
• Working on a task until completion( or referral to third parties, if appropriate)
• Information and document management
• Supporting the roll out of new applications;
• Assisting in the determination of future software and hardware requirements
• Developing and managing IT budget
• Liaising with vendors on software and hardware acquisition and after sales support
• Software and inventory management
• Ensure scheduled computer maintenance
• Create and manage user accounts for all members of staff
• Ensuring Adherence to the organisation’s IT Policy
• Ensure compliance of software to regulatory requirements(licensing, renewals etc)
• Adhering to established disaster recovery procedures ( power backups, data backups)
• Any other duties as may be requested by supervisor
Learning the whole scope of technical aspects and project management
Studied : Professional Communication, Organisational behavior, Business planning,Leadership skills and competencies,Computer Systems, fundamentals of Internet technologies,Computer Architecture,Principles of Programming and logic,Data Communications,Data structures,System development method and tools,Information systems, Web&Java Programming,
Studied : Communications, Corporate Image protection,Brand marketing