Help Desk Support Officer at Mobile Financial Solutions

Department: Infrastructure and Engineering

Section / Unit: Infrastructure

Reporting Relationships

Reports to: Senior Infrastructure Engineer

Job Purpose

• The Help Desk Support Officer will be responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software, responds to queries, runs diagnostic programs, isolates problem, determines, and implements solution.
• He/she is expected to support projects within the Engineering Department.

Key Responsibilities

•  Assist in the planning, design, documentation, and implementation of various office systems that include desktop PC’s, servers, network equipment and software applications.
• Make recommendations for new equipment and services to be purchased and work with various vendors for procurement.
• Perform systems monitoring, verifying the integrity and availability of all hardware, server resources, systems, and key processes.
• Train staff on how to use internal office systems including IP phones, WIFI etc.
• Maintenance and monitoring of computer networks and systems.
• Logging all user queries into the ticketing system.
• Diagnosing and solving hardware or software faults.
• Testing and evaluating new technology.
•  Performing electrical safety checks on the company’s computer equipment.
• Set up accounts and workstations
• Monitor performance and maintain systems according to requirements
• Troubleshoot network issues and any outages.
•  Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Operationalize different support models and generate runbook plans for remote support.

Job Competencies (Knowledge, Experience and Attributes/Skills)

Academic Qualifications and Experience

• BSc/BA in Information Technology, Computer Science, or a related discipline; professional certification (e.g. LPIC, Red-hat RHCSA Microsoft Certified Systems Administrator (MCSA, CISA) is a plus
• At least 2 years’ proven experience as a System’s Administrator, Network Administrator or a similar role
• Experience with postgres and mysql databases, networks (LAN, WAN) and patch management
• Experience with Zabbix monitoring technology.
• Knowledge of system security (e.g. intrusion detection systems) and data backup/recovery
• Ability to create scripts in Python, Perl, or other language
• Familiarity with various operating systems and platforms (Linux/Unix/Windows/MacOS)

Competencies and Attributes/Skills

• Good interpersonal and communication skills.
• Good analytical, problem-solving skills and resourcefulness
• Ability to maintain confidentiality with sensitive customer and internal information.
• Comfortable with most aspects of operating system administration i.e. configuration of mail systems, system installation and configuration, printer systems, installing third-party software.
• Working knowledge of applications and network security, understanding of vulnerabilities and countermeasures.
• Ability to work well individually as well as part of a team.
• Ability to multi-task, prioritize and pay close attention to details
• Ability to work under pressure and meet deadlines