Senior IT Technician

DataMate ICT Limited

ICT Company

Job Purpose:

  • IT Service Desk is the central point of contact for all IT related incidents and service requests.
  • The role of the IT Support Technician is to provide level 2 support for all staff & client offices.
  • The IT Support Technician is responsible for resolving support requests as well as meeting
    customer satisfaction and continuous service delivery demands. IT Support staff work in a
    dynamic, fast-paced environment which provides services over the phone, through e-mail, in person (for walk-in customers) and self-service.

Main Duties and Responsibilities:

  • To diagnose and resolve software and hardware incidents, including operating systems
    (Windows and Mac) and across a range of software applications.
  • To assist all our users with any logged IT related incidents when called upon.
  • To take ownership of issues by carrying out problem analysis to implement temporary or
    permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
  • To accurately record, update and document requests using the IT service desk system.
  • To install and configure new IT equipment.
  • To resolve incidents and upgrade different types of software and hardware.
  • To resolve incidents with desktops, laptops, printers, copiers, scanners, PABX, access control,
    CCTV systems, routers, switches and networks.
  • To maintain a first class level of customer service ensuring that all customers are treated
    efficiently and in an appropriate manner.
  • To maintain excellent verbal communication skills with the ability to communicate effectively
    with technical and non-technical colleagues at all levels in the organization.
  • To be a highly motivated team player with the skills and ability to manage changing priorities.
  • To create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more selfsufficient.
  • Exhibit a flexible approach to working on a Rota basis and provide necessary cover where
  • Be willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes.
  • To work within the relevant policies and procedures. (No Pirated Software Allowed)
  • To participate in the Annual Performance Development Review Process.
  • To actively support equality and diversity policies of Mian Computer Systems.
  • To attend training courses as identified and agreed for appropriate development.
  • Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility.
  • To ensure communication with clients is through company email or phone and as much as
    possible cc the Director – Technical Solutions at all times

Requirements and skills

  • Proven experience as IT Technician or relevant position
  • Excellent diagnostic and problem solving skills
  • Excellent communication ability
  • Outstanding organizational and time-management skills
  • In depth understanding of diverse computer systems and networks
  • Good knowledge of internet security and data privacy principles
  • Degree in Computer Science, engineering or relevant field
  • Certification as IT Technician will be an advantage (e.g. CompTIA A+, Microsoft Certified IT

Interested candidates who meet the above criteria are encouraged to send their application letters with copies of their CV’s before the 7th of March 2023 to [email protected]

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