Job Responsibilties
Supervise, Assist and provide technical lead to IT Business Engineers.
Engage in internal Project assignments as determined by Service Delivery Manager.
Develop innovative technical solutions to address on-going client requirements.
Provide Level 1 & Level 2 IT support service to resolve incidents and fulfill requests submitted by users.
Follow & enforce the MAF Leisure IT Policies and Processes regarding incident logging, categorization, and Tasks logging.
Diagnose, troubleshoot, and resolve requests or incidents as Level 1 & 2support before escalating to the Level III support (Vendor) or the Service Delivery Manager. Fulfill system configuration change Requests submitted by users following configuration standards in place, and document these configuration changes
Record, track, and update all support incidents and requests in the MAFL IT system.
Escalate and track potential risks in your area of activity
Engage users to submit requests and incidents through the Service Desk Portal.
Examine all requests/incidents and evaluate category, impact and priority.
Document in detail the issues and all troubleshooting steps taken and include in the knowledge base of the MAFL IT system.
Provide required support efficiently and effectively and in accordance with priority, impact and objectives.
Serve as a liaison between users and the IT department to fulfill requests and resolve incidents.
Work with level II & III support team to provide “smart hands” support for back office components and associated server hardware and peripherals.
Manage all operational elements of MAFL data centers,
Perform / oversee software patches and upgrades, windows security patches and updates and Antivirus Patches updates
Establish and perform preventive maintenance tasks following the company procedures and protocols.
Perform / oversee backup jobs and perform regular system restores to ensure integrity of backups
Ensure user acknowledgement of incident resolution and tasks prior to closing a logged request.
Ensure that all request and incident resolutions are within timely manner set by the Business
Work in close collaboration with team members to ensure that service delivery to the users is of the highest quality standards, and in accordance with standards, processes and procedures.
Deliver additional tasks assigned by the Service Delivery Manager or IT Operation Manager in a timely manner.
Study and participate in activities to improve knowledge of specific software, hardware and/or products.
Stay current of emerging software and hardware tools and trends.
Interact with hardware/software vendors as required and follow up on all outstanding items to ensure timely turn around.
Provide a progress report for requests and incidents to the Service Delivery Manager; giving suggestions to optimize services and work processes.
Establish and maintain a filing system for the department and ensure all required documents and record updates are available.
Skillset (job specific technical skills and behavioral competencies needed)
Solid knowledge of email systems, Microsoft Windows and Office,
Internet Explorer.
Experience with major brands and vendors of technology hardware and business applications.
Troubleshooting skills for desktops, laptops, mobile PDAs, printers and servers.
Understanding of telephony and video teleconferencing (analog and IP systems), networking concepts Active and Passive (including wireless) and related troubleshooting process.
Expertise in networking and connectivity protocols.
Expertise in dealing with SharePoint system and remote support tools.
Demonstrate a high level of expertise and professionalism.
Outstanding interpersonal, time management and customer service skills.
Demonstrate promptness and professionalism with telephone and email communication.
Excellent verbal communication skills to assist users with varied levels of technical knowledge.
Strong written communication skills to create proper documentation and written instructions to users.
Excellent interpersonal skills to perform duties in a team-oriented environment and to work with employees at all locations.
Knowledge of IT vendor procurement processes
Demonstrated proficiency in basic problem solving.
Ability to independently assess and effectively respond to users requests.
Self-starter, self-motivated
Initiative driven, team player
Excellent customer orientation and support
Flexible approach to working hours
Adaptable to change
Ability to work under pressure
Ability to make decisions and handle multiple issues simultaneously.
Ability to solve incidents where no available precedent, guidelines, or policies exist by drawing upon experience, research, input from peers, and other means.
Minimum Qualifications/education and experience
University Degree in Computer Science or Computer Engineering
A minimum of 3-5 years in a similar customer facing role
MCSE Certification
Preferred ITIL certified
Preferred CCNA certified
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