Job Description
Senior System Support Officers monitor and maintain the computer systems and networks. They may install and configure computer systems, diagnose hardware / system faults and solve technical and applications problems, either over the phone or in person. Depending on the size of the working area, Sr. system support officer's role may span one or more areas of expertise. Organizations increasingly rely on computer systems in all areas of their operations and decision-making processes. It's therefore crucial to ensure the correct running and maintenance of the IT systems equipment. Sr. System support officers are mainly responsible for the smooth running of computer systems and ensuring users get maximum benefits from them. Individual tasks vary depending on the size and structure of the organization, but may include:
- Monitoring and maintaining computer systems and networks.
- Talking user or clients through a series of actions, either face-to-face or over the phone to help set up systems or resolve issues.
- Troubleshooting system and network problems and diagnosing and solving hardware or software faults replacing parts as required.
- Following SOP and written instructions to repair a fault or set up a system.
- Supporting the roll-out of new applications.
- Setting up new users' accounts and profiles and dealing with password issues.
- Responding within agreed time limits to call-outs.
- Testing and evaluating new technology.
- Monitor and maintain Network Structure – Internet / Local / WiFi.
- Identify and recommend network and hardware repairs and improvements as necessary.
- Apply high-level diagnostic skills to investigate and resolve problems relating to all about services
- Planning and undertaking scheduled maintenance upgrades.
- Responding to breakdowns.
- Investigating, diagnosing and solving computer software and hardware faults
- Supervising support and technical user.
- Obtaining replacement or specialist components, fixtures or fittings
- Where required, travel between sites to resolve IT issues.
- Ensure IT disaster recovery and business continuity capabilities are in place and regularly tested.
- Monthly meeting and report on support issues and resolutions.
- Continuously improve all aspects of the IT operations across the organizations in consultation with the IT Manager.
- Assist creating and distributing computer images using Clone.