Technology Support Officer

We are looking for a dynamic and motivate individual to join the team.

MAIN DUTIES:

• Provide remote and onsite support/work (as part of projects, incidents, requests etc).
• Install and configure server and workstation hardware, operating systems, and necessary applications, ensuring optimal functionality and performance.
• Diagnose and resolve hardware and software issues, including system and network problems, both remotely and on-site, ensuring minimal disruption to operations.
• Implement, monitor, and perform regular data backup procedures and recovery operations to safeguard critical business data, ensuring business continuity in the event of data loss.
• Provide expert support for specialized product-related issues and troubleshooting when required.
• Log and track incidents, requests, and problems accurately in DTOS’s ticketing system, ensuring tickets are resolved within the SLAs, deadlines, and/or timelines.
• Offer professional client support and technical issue resolution, both onsite and remotely, ensuring a high level of customer satisfaction and swift resolution of all technical issues.
• Respond to service requests and incidents within the established time limits and service level agreements (SLAs), ensuring efficient and effective resolution.
• Manage and prioritize multiple open cases (Service Requests, Incidents, Problems) simultaneously, ensuring that high-priority issues are addressed promptly.
• Build strong, professional relationships with clients and collaborate effectively with internal and external teams to resolve technical issues and implement solutions
• Adapt to evolving job responsibilities, with duties that may change or expand based on the company’s needs and emerging technologies.

QUALIFICATIONS & EXPERIENCE:

• Degree/diploma in computer networking or IT related field
• 2 - 3 years of IT experience with similar responsibilities
• Experience with Windows Server, Active Directory, DNS, Hyper-V, ESXi, Office 365 Administration, and SharePoint
• Experience with installation, configuration and troubleshooting of routers, firewalls, network switching equipment, modems and wireless networks
• Experience with Antivirus protection provisioning for multiple devices
• Experience with remote desktop tools, ticketing systems, and IT management software.
• Experience with various backup/restore processes and procedures.

OTHER REQUISITES:

• Ability to work under pressure and manage multiple deadlines
• Capable of working independently with minimal supervision
• Proactive and solutions-oriented
• Good oral and written communication skills