IT (m/f)

Duties

• Carry office cell phone during work hours and while on-call
• Respond within agreed time limits to call-outs
• Guide clients through a series of actions, either face to face or over the telephone
• Provide help desk services to SGS-MCNet customers on the phone and at the premises of users of the systems
• Troubleshoot system and network problems; diagnose and solve hardware/software faults
• Route issues to appropriate team/department if resolution is not possible at current level
• Resolve escalated customer and vendor issues
• Prioritize and manage many open cases at one time
• Follow Standard Operating Procedures to ensure consistent and good quality support
• Read diagrams, flowcharts and/or written instructions to repair a fault or set up a system
• Support the study/compilation and implementation of new system specifications
• Support the roll-out of new applications
• Deploy new equipment: installation and configuration of computer hardware and operating systems, network equipment and applications
• Integrate replacement equipment or parts as required
• Monitor and maintain SGS MCNet equipment, networks and continuity of services within AoR
• Responsible for regular inspection of installations and equipment
• Regularly report, monitor and report any faults on MCNet infrastructure in the AoR
• Resolve daily issues of a complex scope that impact the team and business objectives
• Participate in the creation and maintenance of the knowledge management process including training programs for staff and customers and continuous growth of the technical knowledge base
• Participate to procurement of equipment and services
• Monitor work being performed by outside contractors
• Coordinate special projects as directed by the Manager
• Attend to any other assignment as may be given to him from time to time

Communications Level

• Responsible for reporting daily activities to supervisor
• Responsible for alerting the supervisor of any unusual occurrence and/or damage that have taken place or that may occur
• Keep the Systems & Network Manager updated on relevant on-going activities, coordinating closely with them when required
• Rapidly establish good working relationship with customers and other professionals (e.g., MCMS users, TradeNet users, key stakeholders)

Human Resource Level

• Participate in performance evaluation process
• Assist in the professional development of team members enabling them to set technical goals
• May be selected to be part of First Aid Responder team or Fire Fighting team
• May be required to work in shifts
• May, from time to time be required to work out of station

Financial Level

• Ensure consumption of company resources (maintenance vehicles, spare parts, fuel etc.) are adequately monitored and accounted for

Infrastructure Level

• Survey new sites; propose designs and dimensions for new installations commensurate to expected usage by the client
• Critically review proposals from third parties and sub-contractors
• Review existing installations and propose modifications to support operational goals

Quality, Safety, Health and Environmental (QSHE)

• Adopt, at all times, a safe behavior by exercising due regard for the health and safety of SGS employees in line with SGS policies and procedures
• Comply, at all times, with SGS Code of Integrity and Professional Conduct
• Ensure team members comply with relevant procedures and work instructions; ensure team members use correct templates and comply with ISO requirements
• Investigate accidents and prepare relevant reports
• Always wear relevant PPE and comply to health and safety regulations
• Investigate technical problems and system failures, prepare relevant reports and propose technical solutions
• Participate in the monthly safety talk with team members

Requisites

• Qualification at Diploma or University level in IT or similar
• CISCO CCNA Routing and Switching or CompTIA A+ and Network+ or equivalent
• Experience working in an IT service environment, networks and/or IT systems
• At least three years experience in similar operations
• Very good knowledge of PC, Windows, Servers and networks
• Good proficiency in MS Office applications
• Able to work well under pressure, prioritize tasks and drive the task until completion
• Able to work independently with a high degree of individual responsibility
• Able to read and interpret diagrams, technical drawings and flowcharts
• Able to write detailed incident reports as well as good verbal communication
• Good written and oral communication skills in both English and Portuguese
• Hardworking, honest and performance oriented. Able to work long hours and odd times. Sensitive to set deadlines
• Good organizing and leadership skills with a quest for operational efficiency
• Good public relations and interpersonal skills, bringing others together to reconcile differences
• Able to develop and nurture team spirit
• Apply judgment fairly and without favour to his team and motivate individual and team performance
• Be ethical and of high integrity. Good report writing capability

Notes

• Only shortlisted applicants will be contacted