IT Operations & Support Technician

Job description / Role

Working in an Operation & Support environment following procedures and guidelines to resolve incidents, fulfil service request, and carry out deployment activities & preventive maintenance. The role ensures that all IT service operation activities remain within the agreed service levels and minimize the adverse impact as well as ensuring incidents are resolved.

Job Outline:

- Provide a superior service to our customers both internal to EG-IT and external Customers. Ensuring that the service provided is in line with the specific qualitative or quantitative targets and Key Performance Indicators of the task.
- Receive inbound and outbound calls, resolving incidents to provide a superior service to our customers both internal to EG-IT and external Customers. Ensuring that the service provided is in line with the specific qualitative or quantitative targets and Key Performance Indicators of the task
- Pro-actively keep customers informed on the status and progress of incidents by scheduling tasks and setting up alerts. Inform customers if incidents and/or service requests are about to breach the Service Level Agreements and to confirm closure and obtain feedback on incidents from our customers
- Ensure that the maximum amount of incidents are resolved on the first call or when applicable (Where handed over processes do not exist) to route incidents to the relevant support teams (including the relevant warm handshake) to obtain the fastest possible resolution to our customers
- Maintain the corporate data library ensuring that tapes required for Job processing are maintained with adequate data security and that environmental parameters such as temperature, humidity in the computer room are maintained
- Escalate any high impact incident or scenario to IT Operations Duty Manager to ensure that relevant actions are taken immediately to reduce the business impact to the smooth running of our departmental or the group's global operations
- Carry out all pre-requisite works for the installations of computers, peripheral devices, telephone, and other infrastructure components. Responsible for conducting routine preventive maintenance and servicing in accordance with IT standards.

Requirements

Qualification:

- Information Technology/Other : 3+ Years, Vocational or Diploma (12+2 or equivalent)
- 3+ years of overall work experience.

Knowledge/skills:

- Experience in Customer Support and Operational Support role.
- Must have proven experience in systems, operations and environments of a similar size and complexity.
- Working knowledge of PCs and applications such as MS Office, Outlook etc.

About the Company

A fast-growing international airline with one of the youngest fleets in the sky and more than 400 awards for excellence worldwide.