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

1. 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
2. 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
3. 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
4. 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
5. Assists with the development and implementation of processes and service level agreements of incidents management and service request management
6. Assists technical experts in planning evaluating testing and implementing new technology such as systems and platforms. Participates in different projects as required
7. 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
8. 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
9. Ensures proper recording and closure of all claims generates timely reports of different nature to capture support services activities
10. 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
11. 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
12. 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
13. Responds positively to operational needs by being on-call available for critical systems 24x7 support
14. Actively monitors application IT performance using monitoring and controlling tools to ensure 24x7 availability
15. Should be open to work on shifts based on team requirements
16. Should be open to work as Primary and/or Secondary supports based on roster
17. Complete resolution of tickets based on targets defined by the team
18. Performs any other additional duties as directed by the line manager
    

Bachelor Degree in Computer Engineering Computer Science Information Technology
ITIL Certified Not mandatory
Fluent in English Language

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