Computer Technician

JOB PURPOSE

Under the direction of the Senior Computer Technician, the successful candidate will be responsible for the maintenance and improving customer-related equipment, and assisting Information Technology (IT) Division’s customers, that is, Guyana Power & Light Inc.  (GPL) staff and other defined users experiencing IT difficulties – to engender secure, reliable and resilient business services.

Key Responsibility Areas

• Deliver, monitor and adapt customer support in a strategic manner to deliver the user experience desired by the business units.
• Configure using documented standards, monitor, analyse, troubleshoot, administer, maintain and secure the customer-related systems, and prepare for disaster response.
• Maintain/ update standard specifications for computers/ printers/ parts/ accessories.
• Advise to achieve sufficient inventory of computers/ printers/ parts/ accessories.
• Ensure that documentation pertinent to customer-related systems and actions taken is kept updated.
• Provide a well-run Support Desk to business units for customer-related issues.
• Ensure that 3-2-1 backups are documented.
• Utilize LDAP and other modern security approaches for administration of customer systems (e.g. desktop and laptop computers).
• Utilize various means of monitoring customer systems e.g. PRTG, Wazuh SIEM, SysAid, etc..
• Ensure least-privilege access management for staff and contractors, with prompt access-removal and reporting following movement of staff, resignation of staff, conclusion of contract, etc.
• Monitor and report on usage of customer systems and resource-usage of systems to inform planning and procurement.
• Implement a high level of customer service to GPL and other defined users, aided by thorough asset management.
• Use a system of promptly communicating with customers, via fall-back/ redundant channels, to provide prior warnings, current advisories and situation updates when warranted by changes in the status or performance of the computing infrastructure.
• Implement or assist with the implementation of ITIL best practices for IT Service Management, and CIS Controls and Benchmarks for cybersecurity.
• Research and recommend innovative, cost-effective, and where possible automated approaches for administering customer systems and delivering services.
• Undertake and support change management initiatives to effect a view of staff/ other departments as customers, with departmental work viewed as customer service

COMPETENCY PROFILE:

• Knowledge of computer network troubleshooting and problem analysis and resolution skills
• Knowledge of DHCP, DNS and other protocol and standards
• Understanding of IT Security
• Familiarity with LAN, WAN and Net Devices
• Written and Verbal Communication
• Perform other duties that may be assigned to you within the scope of your employment, from an authorized officer.

Required Qualifications and Experience

• CompTIA A+ OR GTI Ordinary Diploma in Computer Science OR UG Diploma in Information Technology or equivalent, and one years’ experience in IT Support.
• A Degree in Computer Science or a related discipline would be an asset. Certification/ demonstrable portfolio of experience in related information technology/ computer science areas e.g. Server administration, Network administration, Linux Administration, Cloud or Cybersecurity, would be an asset.