IT Support Officer

Job Purpose:

The purpose of the position of IT Support Officer is to maintain computer networks of all companies within Valhmor Group in good working order, providing technical support and ensuring all I.T. related systems run smoothly. 

The position entails as well on-site support to end users and in this respect a high level of internal customer service is to be established and maintained. 

Key Responsibilities & Duties:

1 Provide technical support to end-users on site, via ticketing system, over the phone or via email;

2 Troubleshoot hardware and software issues, diagnose and resolve problems, and escalate issues to third party support where necessary;

3 Install, configure and maintain computer hardware, software and other peripherals such as printers, scanners, POS and other IT equipment; 

4 Assist systems administration in the administration user accounts and permissions for various software systems;

5 Assist with the implementation of new IT systems and software applications; 

6 Ensure that backups of critical data are taken and stored safely; 

7 Maintain an inventory of IT equipment and track software licenses; 

8 Provide training and guidance to end-users on how to use hardware and software applications; 

9 Document and update IT procedures and protocols; 

10 Maintain a professional disposition in line with the position role including but not excluding, grooming, work ethic and politeness by maintaining composure at all times; 

11 Follow diagrams / flow charts and written instructions to repair a fault or set up a system; 

12 Respond to call-outs in a timely fashion so as not to disrupt the operations of the relevant Department; 

13 Establish a good working relationship with internal customers and also with external stakeholders such as suppliers; 

14 Adhere to Health and Safety procedures at all times, and ensure that safety checks are always carried out on computer equipment; 

15 Attend training as directed by the Management, outside and even during office hours;

16 Any other related duties that may be determined from time to time by the IT Manager in relation with the job role. 

Job Specification:

1 Experience with network administration in the retail industry is considered an asset;

2 Possess IT qualifications in the related field or equivalent experience is a plus;

3 Must be able to provide IT Support in a fast-paced environment and multiple site locations, driving license is a plus; 

4 Excellent problem solving and analytical skills; 

5 Strong knowledge of computer hardware, software and operating systems; 

6 Experience with Windows Operating Systems, Microsoft Office, Office 365 and other common software applications; 

7 Excellent communication and customer service skills; 

8 Ability to work under pressure and manage multiple tasks simultaneously;

9 Experience with network administration is a plus