Information and Communication Technologies (ICT) Officer

Information and Communication Technologies (ICT) Officer

We are seeking a highly skilled and motivated Information & Communication Technology Officer (ICT Officer) to:

• Provide technical support and assistance to staff, visitors, and events within the group organization.
• Play a crucial role in ensuring the smooth operation of IT systems and equipment, resolving technical issues promptly, and supporting the effective use of technology for educational purposes.

Key Responsibilities

• Front Desk Support:
• Provide timely, polite, and professional first-line technical support to staff via phone, email, or in person, proficiently communicating in both English.
• Diagnose and resolve a wide range of technology issues encompassing hardware, software, network, telecommunication equipment, AV equipment, and other IT systems.
• Assist users with accessing and using software applications and online learning platforms.
• Assist with onboarding and offboarding procedures, including creating and deleting user accounts, assigning licenses, and issuing and configuring new equipment.
• Regularly follow up with users and verify that their issues have been resolved and IT needs are being met.
• Log and prioritize helpdesk tickets for reported issues and user inquiries.
• Escalate complex or critical issues to appropriate IT staff or external vendors as needed.
• Install, configure, and maintain computers, laptops, tablets, printers, smartboards, and other IT equipment used within group organisation.
• Troubleshooting network connectivity issues and the ability to explain resolution to end user.
• Escalate to higher engineer (HQ) in support or to facilitate for the resolution. Most likely from different time zones, to solve network malfunctions or other IT related topics.
• Develop, publish, and maintain a knowledge base and online user guides to document solutions to frequent technical issues or support requests.
• Provide tech support during on and off events, especially related to AV, ensuring seamless technology usage, and contributing to delivering successful events.
• Continuously seek to streamline and enhance the support experience from a user perspective.
• Use MDM solutions to centrally manage device settings, security, and applications.
• Coordinates activities by scheduling work assignments, setting priorities, and directing the work of subordinate employees.
• Directs the local and remote testing of network equipment, including running computer programs to diagnose faults.
• Coordinates data processing operations with programming, systems analysis, and users.
• Back Office Service:
• Manage, maintain & monitor group organisation Network & Servers infrastructure and daily IT support services.
• Manage, maintain & monitor group organisation Cyber Security implementation and infrastructure.
• Maintain the printing service, register, and deregister users’ cards, and ensure the printing system is properly functioning, equipment is well maintained and required consumables are sufficiently stocked.
• Monitor the network service health of the group organisation’s Wi-Fi and Internet services.
• Provide a professional and efficient device repair service to, timely liaising with vendors and manufacturers to minimize any downtime and ensure the effectiveness of our teaching and always learning.
• Assist with system support for others IT systems as needed.
• Directs the performance of equipment repair, cables, and the replacement of boards and components to identify or remedy failures.
• Manage the access control system to ensure that only authorized individuals are granted access to certain areas of servers, software and applications.
• Maintain an inventory of hardware, software licenses, and IT assets, ensuring accurate documentation and tracking of assets throughout their lifecycle.
• Manage the VA system and devices within the group organisation.
• Identifies ICT staff development and training needs and ensures that training is obtained.
• Serve as the local owner and administrator of our cloud, server and MDM platform.
• Performs related work appropriate to the classification as assigned by the Manager.
• Manage ICT SOP and protocols.
• User Training and Documentation:
• Provide training sessions or workshops to staff on IT equipment and software usage.
• Create and maintain user documentation, guides, and tutorials to support self-help and promote digital literacy within the group organisation.
• Raise monthly report for submission to management.
• IT Asset Management:
• Maintain asset management system.
• Maintain an inventory of hardware, software licenses, and IT assets, ensuring accurate documentation and tracking of assets throughout their lifecycle.
• Conduct periodic audits to reconcile inventory records, identify surplus or obsolete equipment, and optimize.
• Monitor the client’s use of IT hardware and peripherals and report abuse or misuse on any part of the users.
• Assist in procurement activities by providing input on IT hardware and software requirements for group organisation.

Qualifications and Requirements

• Education:
• Bachelor's Degree, major in computer science or IT/Computer related field.
• Experience:
• Minimum of [3] years in IT & Network or a similar role in the construction industry.
• Comprehensive understanding of Microsoft technologies, on routers/switches/firewalls and network protocols (TCP/IP, BGP, EIGRP, VLAN).
• Great knowledge in IT troubleshooting and customer service experience.
• Deep relevant experience in handling L1/L2/L3 networking issues local and regional.
• Possesses analytical skills and works well in ticketing system environment while establishing a good collaboration with end user.
• Strong interpersonal skills and communication skills.
• Be able to work under pressure while keeping a professional and calm manner.
• Technical Skills (Mandatory):
• Microsoft Office and knowledge of relevant software.
• Proficient in operating computers and using office software and fixed assets application software.
• Knowledge in Network Infrastructure such as in IPSec VPN, MPLS, SDWA, etc.
• Soft Skills:
• Excellent analytical, organizational, and problem-solving abilities.
• Critical thinking to spot issues and come up with smart solutions.
• Attentive to detail to ensure every aspect is considered for better results.
• Ability to work collaboratively in a fast-paced environment.
• Time management skills to be able to meet deadlines under pressure while keeping a professional and calm manner.
• Teamwork capabilities with all parties to avoid costly misunderstandings.
• Able to work independently with minimum guidance and monitoring.
• Strong interpersonal skills and ability to work effectively with all types of people at all levels of the group organization when providing application support.
• Documentation Experience (Network Diagram, IT Inventory, Planning..).
• Be able to work under pressure while keeping a professional and calm manner.
• Language:
• Good verbal and written communication in English.
• Mobility: As when needed.