ICT Support Agent (Information Communication and Technology Branch)

JOB PURPOSE

To manage coordinate and resolve Tax Administration Jamaica user requests for ICT support by assessing, analysing and correcting technology issues impacting the ICT infrastructure and the Business; liaise between TAJ and its business partners, internal users and the technology, resource utilizing SLA(s) and SOP(s); monitor and manage user access to all TAJ ICT systems and promote observation and adherence to all security protocols. 

KEY OUTPUTS

• ICT Service Level Agreements (SLA) and Standard Operating Procedures (SOPs) created, updated and monitored; 
• Requests for Assistance (RFA) documented, assessed and resolved;
• CUG Contracts maintained and monitored; 
• CUG equipment configured, inventoried, distributed and maintained;
• RFA platform/system monitored and coordinated; 
• ICT systems monitored and recommendations made; 
• Reports prepared and submitted. 

KEY RESPONSIBILITY AREAS

Technical and Professional Duties 

• Documents all Requests For Assistance(RFAs), assess and analyze requests to identify the tier of support required and takes appropriate action for resolution; 
  • Effects the relevant solution to Tier 1 RFAs to bring resolution to the respective issue; 
  • Assigns and coordinates resolution in accordance to tier and in partnership with the various ICT resource teams for resumption, effective operation and availability of systems and efficient resolution of identified issues; 
  • Monitors and evaluates the resolutions to Tiers II and III RFAs and conducts follow-up checks to confirm effective resolution to reported issues; 
• Provides operational and technical support for ICT systems including:
  • Contributing to the availability of all ICT systems with fault diagnosis, troubleshooting and resolution,
  • Coordinating with service providers deliver, install and maintain of ICT hardware based on specified SLAs; 
• Researches and recommends the procurement of required equipment to resolve identified ICT issues; 
• Identifies opportunities for the enhancement of ICT services based on verified data/Knowledge Base(KB) gathered from the monitoring and management of existing SLA(s) and SOP(s); 
• Liaises between internal customers, the business, technology partners and service providers (eGov, telecommunications providers etc.) to monitor conformity with SLAs and S.O.Ps for business continuity ; 
• Monitors all TAJ ICT platforms to identify and document breaches to protocols and brings to the attention of the Manager, ICT Support; 
• Monitors all ICT platform Incidents and Problems to identify interruptions/changes to ICT systems and escalates to Manager, ICT Support for resolution ; 
• Liaises with service provider to support and maintain the TAJ CUG network;
• Provides consultative support to various TAJ units to identify issues and provide solutions to operational barriers that can impact business continuity;
• Ensures the security and integrity of the support procedures by: 
  • Sensitizing staff and reinforce the terms and conditions of equipment and software use, 
  • Maintaining User Account Request Forms and Files for auditing purposes,
  • Conducting risk analysis and periodic procedural reviews, 
  • Logging all queries/RFA relating to any aspect of ICT, 
• Monitors and manages the ICT Equipment and Solution Inventory and their associated SLAs; 
• Analyzes trends in RFA data to forecast ICT issues and future resource requirements and inform Manager of demands for ICT resources; 
• Supports the identification and management of risks within the organization and by extension the respective area of work; 
• Performs any other related duties assigned by the Manager.

PERFORMANCE STANDARDS:

This job is satisfactorily performed when: 

• ICT Service Level Agreements (SLA) and Standard Operating Procedures (SOPs) monitored in accordance with established standards; 
• Requests for Assistance (RFA) documented, assessed and resolved within agreed upon timeframe and in accordance with established standards; 
• CUG Contracts maintained and monitored in accordance with established standards; 
• CUG equipment configured, distributed and maintained in accordance with established standards and guidelines; 
• RFA platform monitored and coordinated in accordance with established guidelines; 
• ICT systems monitored and recommendations made in accordance with established standards; 
• Reports prepared and submitted in keeping with established guidelines and agreed timelines. 

AUTHORITY TO:

• Consult/liaise with clients, users, service providers, vendors and key business partners;
• Maintain and administer user accounts (adjust, review, enable and disable user accounts);
• Recommend changes to ICT related policies and procedures; 
• Recover, distribute, service, troubleshoot and assess CUG assets.

REQUIRED COMPETENCIES

Specific Knowledge 

• Excellent knowledge of ICT theories and practices; 
• Excellent knowledge of TAJ’s operations, systems and functions;
• Good working knowledge of creating and maintaining SOPs and SLAs 
• Excellent knowledge of Microsoft Office suite/packages Excellent knowledge of the operations of computer systems; 
• Excellent knowledge of the operations of computer systems and TAJ systems;
• Working knowledge of hardware and software support and maintenance in various environments i.e. UNIX, Windows OS, SQL Server, SharePoint, Windows Server, etc. 

Required Skills and Specialised Techniques 

• Excellent decision-making, planning and organizing skills; 
• Excellent judgment, analytical and implementation skills; 
• Excellent communication, interpersonal and team building skills;
• Excellent time management skills; 
• Excellent research and investigation skills; 
• Good presentation skills. 

Qualification and Experience 

• BSc in Computer Science / Management Information Systems;
• Network and A+ training; 
• ITIL Foundations Certification would be an asset; 
• One (1) to Two (2) years work-related experience. 

WORKING CONDITIONS

• Normal office environment; 
• May be required to work beyond normal working hours; 
• Travel (10%-15%).

While we thank all applicants for their interest, only short-listed candidates will be contacted.