Job Purpose

To provide support services to end users through various channels as required Troubleshoots and remediates issues impacting the operation of the technology infrastructure to ensure continuity of business Installs configures and monitors computer systems and networks for clients ensuring productivity is in line with set measures and clients adopted policies and procedures

Key Result Responsibilities

Drives the technical support team to carry out customer support properly and promptly, monitors servers and systems takes ownership of reported issues responds to enquiries provides information and feedback ensuring problems are being recorded and tracked throughout the entire process

Maintains positive customer working relationships with stakeholders business users, suppliers vendors and other technical teams to ensure improvements in the products and services provided to ISA clients and to resolve any issues related to maintenance

Provides technical non-technical support to clients, conducts analysis, diagnosis and troubleshoots systems network hardware software faults and bugs to resolve problems considering system capacity limitations etc applies metrics to monitor performance and measure key project criteria

Identifies resolutions to technical problems carries out bug fixes for minor issues and applying patches channels unresolved issues in the right direction as necessary responds within agreed time limits to call-outs

Assists with the development and implementation of processes and service level agreements of incidents management and service request management

Assists technical experts in planning evaluating testing and implementing new technology such as systems and platforms. Participates in different projects as required

Contributes to the creation of support knowledge base by developing and communicating IT support manuals, technical notes and articles to clients in line with SLAs

Utilizes different communication channels to support or guide end users on the different enquiries and problems raised these channels include personal visits telephone calls e-mails web chat etc

Ensures proper recording and closure of all claims generates timely reports of different nature to capture support services activities

Installs configures monitors and maintains computer hardware operating systems applications and networks replaces parts and upgrades existing ones when and as needed in line with agreed SLAs

Supports the rollout of new applications where applicable sets up new users accounts, profiles and passwords. Supports the clients during CR implementation UAT and Training

Assists in establishing and maintaining a complete and accurate record of all IT assets within ISA. Establishes and maintains security integrity and business continuity controls and documents

Responds positively to operational needs by being on-call available for critical systems 24x7 support

Actively monitors application IT performance using monitoring and controlling tools to ensure 24x7 availability

Should be open to work on shifts based on team requirements

Should be open to work as Primary and/or Secondary supports based on roster

Complete resolution of tickets based on targets defined by the team

Performs any other additional duties as directed by the line manager

Key Result Responsibilities-Continued

Qualifications (Academic, Training, Languages)

Bachelor Degree in Computer Engineering Computer Science Information Technology

ITIL Certified Not mandatory

Fluent in English Language

Work Experience

5-6 years in IT Infrastructure support service desk 24x7 critical operations preferably in aviation

This job requires occasional duty travel for training and implementation purposes

Proven record in implementing and monitoring infrastructure projects

Proven skills in carrying out bug fixes for minor issues and applying patches Basic knowledge in Java Unix SQL Webservices

Holistic IT Knowledge in heterogeneous technology environments experience with different types of end-to-end technology stacks

Experienced in managing operations and technology platforms both internally and externally hosted.

Proven skills in analysing data identifying pitfalls and recommending solutions

IT Application Analyst - SQL

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