Network and Technical Support Officer (MIS/IT 4)

Job Purpose

Under the supervision of the Director of Human Resource Management and Administration, the Network and Technical Support Services Officer is responsible for daily operations and management of the Computer Network Systems, ensuring that it is continuously maintained to preserve its security and integrity. The incumbent will be required to provide prompt response to user issues, organize computer training for users, resolve and document problems reported and/or discovered on the ICT Network, and offer sound IT advice on solutions to address issues and advance the business of the Offices. 

Key Responsibilities

Technical/Professional: 

• Provides desktop and Helpdesk support, making sure all desktop applications, workstations and related equipment problems are resolved in a timely manner, with limited disruption; 
• Co-ordinates training programmes for users, as required, to effectively execute their tasks;
• Maintains an inventory of computers and related supplies, and ensures that the minimum reorder levels are monitored and maintained; 
• Develops specifications for ICT hardware and software to meet the needs of the Offices;
• Manages the procurement of ICT-related goods and services; 
• Distributes on hardware and software and keeps updated logs of all computer equipment;
• Prepares and submits Monthly Reports; 
• Develops ICT User Policies and Standard Operating Procedures (SOPs); 
• Monitors User adherence to ICT User policies and procedures and utilization of the ICT systems; 
• Records, tracks and documents the Helpdesk request problem-solving process and actions taken, through to final resolution; 
• Maintains User accounts and applications on the network, and ensures appropriate permissions are established within the applications and the network operating systems; 
• Ensures that the Network is continuously maintained, providing recommendations for upgrades, when necessary, to keep abreast of technological and security trends; 
• Liaises with internal and external stakeholders in the development and implementation of ICT solutions; 
• Assists in the development of the budget for ICT resources; 
• Performs any other related duties that may be assigned from time to time by the Director of Human Resource Management and Administration. 

Required Knowledge, Skills and Competencies

Core: 

• Good interpersonal and people management skills 
• Excellent oral and written communication skills 
• Excellent customer quality 
• Ability to use own initiative 
• Ability to prioritize effectively 

Functional: 

• Excellent knowledge of computer hardware, firmware and peripherals. 
• Excellent troubleshooting skills 
• Excellent analytical skills 
• Excellent problem-solving skills 
• Good working knowledge of computer applications and operating systems
• Good knowledge of computer LAN, WAN, WLAN, internet, firewalls 
• Good knowledge of Windows Servers environments 
• Good knowledge of Microsoft Office 365 Suite 
• Knowledge and experience of database administration would be an asset 

Minimum Required Qualification and Experience

• Bachelor’s Degree in Computer Science or related discipline from a recognized institution;
• Two (2) years’ experience in user support and computers network administration.

OR 

• Diploma in Computer Science or related discipline from a recognized institution;
• Technical Certifications (ex. CCNA, CCNP, MCSA, MCSE or equivalent);
• Three (3) years’ experience in user support and computers network administration. 

Please note that only shortlisted applicants will be contacted.