Job Description
Job Description The job role is responsible for supporting the employees with all IT-related technical support issues to determine the nature of the problem, diagnose hardware or software issues, provide effective assistance, and maintain strong customer relationships. He/she must be knowledgeable in a broad, constantly evolving assortment of Information Technology, policies, and procedures, & must possess the maturity & reliability to provide user support accurately & consistently. He/she will have responsibility for IT troubleshooting and problem-solving wherever possible, taking ownership of calls and researching solutions. He/she will also be involved in testing applications on the new desktop build. Responsibilities - Maintain services by measuring and monitoring availability, latency, and overall system health. Troubleshoot issues and analyse system performance. - Respond to alarms/alerts promptly to service issues and requests - Ensure a high level of service availability and possess the ability to diagnose server or network alerts, events, and issues - Communicate and liaise with all product teams; notify appropriate parties immediately of any issues that may affect efficient operations - Proactively supporting the underlying application infrastructure technology estate reducing service risk, inefficiencies, problems, and bugs. - Ensuring required reactive and proactive activities are undertaken to ensure the SRE team is contributing to the successful meeting of SLAs in relation to service availability. - Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and provide technical assistance and support. - Desire to learn and develop all necessary technical skills. - Confer with staff, users, and management to establish requirements for new systems or modifications. - Develop training materials and procedures, and/or train users in properly using hardware and software. - Responding to user requests and provide L1 support Qualifications Preferred Qualifications A tertiary-level qualification from an internationally recognized institution Years & Nature of Experience - Recommended to have 3 to 5 years of equivalent experience where required competencies and experience have been demonstrated - An experienced professional who can deliver on difficult technical tasks - Has project implementation experience - Is self-sufficient at work and could be given small project responsibility - Has provided technical supervision to junior staff in the past Technical Competencies - Customer Service Management - Data Mining & Modelling - Help Desk Support - Troubleshooting Behavioral Competencies - Communication - Flexible - Learning Agility - Analytical Skills