This job is expired
IT Administrator
- Mauritius
- Not disclosed
- Permanent
- Added 26/03/2024
- Closing 25/04/2024
The IT Administrator will report to the Head of IT. They will act as first line of support to all the users in the region seeking technical assistance with Azure cloud services, related IT issues. and will be expected to be familiar with and ensure user related tools and supported applications.
Key Responsibilities and Accountabilities/Duties:
User Support
Systems Support and Maintenance
- Support and maintenance for regional IT systems either directly, or coordinating with the vendors for:
- Perform monthly and quarterly health checks.
- Ensure backups performed in accordance with policy; and
- Security systems, patch management in order and working
- Serve as the initial point of contact for users seeking assistance with Azure cloud services, user accounts, access permissions, and basic troubleshooting.
- Assist users with Azure account setup, password resets, and access-related issues. Ensure compliance with security policies during account management tasks.
- Serve as the first point of contact for users seeking assistance with Office 365 applications, including Microsoft Outlook, Word, Excel, PowerPoint, and other productivity tools.
- Provide support for user account management, password resets, and access permissions within the Office 365 environment.
- Receive and log support requests via ticketing systems or other communication channels. Prioritize and address Level 1 support tickets in a timely manner.
- Perform initial investigation and troubleshooting of Azure-related issues, including connectivity problems, resource deployment errors, and access issues.
- Maintain detailed and accurate records of support tickets, resolutions provided, and escalation procedures followed.
- Provide escalation support of incidents/requests for Trident Pacific offices and other aspects of the regional IT infrastructure, such as remote desktop support or liaise with regional IT support staff to solve issues.
- Oversee support and maintenance for Regional Office 365 tenant, support local IT staff where applicable, and provide support to TTG where necessary.
- To liaise with external 3rd parties as required, (e.g., suppliers of hardware, software and services; 3rd party support companies; other Trident Group offices and staff; etc).
- Support procurement of new hardware and software as applicable.
- To be aware of systems industry developments.
- Maintain detailed and accurate records of support tickets, resolutions provided, and escalation procedures followed.
- Provide escalation support of incidents/requests for Trident Pacific offices and other aspects of the regional IT infrastructure, such as remote desktop support or liaise with regional IT support staff to solve issues.
- Oversee support and maintenance for Regional Office 365 tenant, support local IT staff where applicable, and provide support to TTG where necessary.
- To liaise with external 3rd parties as required, (e.g., suppliers of hardware, software and services; 3rd party support companies; other Trident Group offices and staff; etc).
- Support procurement of new hardware and software as applicable.
- To be aware of systems industry developments.
- Maintain detailed and accurate records of support tickets, resolutions provided, and escalation procedures followed.
General
- Provide frequent reporting to the Regional Head of IT on IT Systems and Technology, including but not limited to:
- Status and health of Trident Pacific and the regional infrastructure.
- Recommendations for improvements/upgrades repairs and replacements; and
- Any security/procedural/regulatory/legal breaches.
- To provide support and maintenance to the systems and facilities aspects of the business continuity policy and procedure, including its design, review, and testing.
- To coordinate with L1 team and ensure all support tickets are resolve and close on a timely manner.
- To observe and comply with Trident’s regional and group policies and procedures.
- To participate in training and tests provided by Trident pursuant to Trident’s regulatory obligations to train and test its employees and to demonstrate competency in the topics tested.
- Anything else reasonably required by Trident in the provision of IT and facilities management.
- Contribute to the development and maintenance of a knowledge base with common Azure issues and their resolutions for quick reference.
- Provide basic user training on Azure services, best practices, and self-help resources to enhance user productivity.
- Escalate complex or unresolved issues to Level 2 or Level 3 support teams while ensuring proper information transfer for efficient problem resolution.
- Stay updated with the latest Azure features, updates, and best practices to improve troubleshooting skills and user support.
- Deliver excellent customer service, demonstrating patience, empathy, and effective communication while assisting users.
- Log and track support requests using the ticketing system, ensuring accurate documentation of user interactions and issue resolutions.
- Keep abreast of Office 365 updates, new features, and best practices to deliver efficient and effective support to end-users.
- Provide basic user training on Office 365 applications, educating users on the effective use of features to improve productivity.
- Deliver exceptional customer service by maintaining a positive and helpful attitude while assisting users.
- Participate in IT team meetings and contribute ideas for improving the Office 365 support process.
- Assist in testing and evaluating new Office 365 features, updates, and compatibility with existing systems.
Training
Not only will “on the job” training be provided, but Trident offers employees the opportunity to enhance their technical knowledge and experience by operating a Financial Assistance Policy that promotes further studies
Remuneration
Salary commensurate with experience and qualifications.
Applications
Applications should include a full C.V and will be treated in the strictest of confidence. Please submit applications not later than 9 February 2024 to the HR Manager.
Trident Trust Company (Mauritius) Limited
- 5th Floor, Nexsky Building, Ebene, Mauritius