IT Support officer Job at ICS Outsourcing Limited


ICS Outsourcing is Nigeria’s leading Outsourcing provider incorporated in August 1994. We offer a comprehensive range of outsourcing services ranging from People Outsourcing to Sales BPO. We provide bespoke Business Support Solutions to all kinds and sizes of business.

We are recruiting to fill the position below:

Job Position: IT Support Officer
Job Location:
Lagos

Job Objective(s)

  • The successful candidate will join the 1st/ 2nd level Technical support team in providing network infrastructure, business application and telecoms support to ensure optimal IT service delivery to the business within an ITIL framework environment

Duties & Responsibilities

  • Provide technical support to business users both remotely and face to face
  • Maintenance and support of central hardware, operating systems and utilities
  • Administer installations, including setting up new systems/hardware and promptly installing updates Support of VMware clusters, Site Recovery Manager
  • Desktop support – Windows 7
  • Support of the following would be highly desirable: Email Systems (Exchange), Windows 2008 Server Systems, VM Ware, Hyper V, Active Directory Account Administration, Mobile phone systems (BES)
  • Troubleshooting and resolution of issues relating to business applications
  • Installing/configuring new computers/telephones
  • Troubleshooting IT equipment - printers, scanners etc
  • Log all IT incidents and service requests to ensuring a timely resolution
  • Perform SOD and EOD duties
  • Assist with the Installation, configuring , and support of the LAN and WAN and Internet systems
  • Maintain network equipment, servers and users hardware and software
  • Maintain effective relationships with vendors, consultants, and service providers
  • Perform routine manual/automatic backups and archival of files stored on the network to assist with disaster recovery
  • Assist with data recovery, using tape backup or recovery tools
  • Assist in software resting of new releases, proactively escalating issues
  • Partake in project work from inception to closure
  • Monitoring of applications
  • Competence in PC network security issues, including virus protection and prevention
  • Maintain the existing network and server systems
  • Perform /support HP storage solutions including replication
  • Assist in the design of new infrastructure to support changing business needs
  • Assist in the management of IT Assets
  • Deliver outstanding customer service by responding to and efficiently resolving client issues and request.

Requirements
Experience:

  • Must have a minimum of 2 years cognate experience in financial services/service oriented industry

Education:

  • First Degree in Computer Science/Engineering
  • ITIL Certified

Key Performance Indicators:

  • Financial
  • Vendor Invoice processing and payment
  • Budget variance
  • Customer
  • User satisfaction ratings
  • Technology as a business enabler
  • IT Operations
  • MTTR for user requests
  • Systems response time
  • Systems failure rate & exceptions

Internal/External Contacts (e.g. Clients, Regulators, Regular Meetings etc):

  • Internal Contacts: Staff, Middle-Management
  • External Contacts: Suppliers/Service Providers, IT & Business Consultants

Key Competency Requirements Knowledge:

  • Network (voice & data) Cabling
  • LAN & WAN technologies
  • Microsoft suite- Exchange, SharePoint,
  • Virtualization knowledge
  • Operating system installation & configuration
  • Troubleshooting and fixing Network cabling
  • Configuring network devices
  • PABX configuration and troubleshooting
  • BES Server/Mobile device Administration
  • MIS reporting
  • Some development experience Skill/Competencies
  • Ability to solve complex problems on own initiative
  • Ability to work independently and as a SPOC/ PM
  • Strong written and oral skills, plus interpersonal skills
  • Sound client service skills with proactive and creative approach
  • Demonstrate working knowledge of Windows O/S and PC hardware as well a broad understanding of IP communication and technologies
  • Understanding of business processes and workflows

Reporting Relationship:

  • Reports to: IT Operations Team Lead.

Method of Application
Interested and qualified candidates should send their Applications to: holugbue@icsoutsourcing.com using the "Job Title" as the subject of the mail.