Background information about the job or company (e.g., role context, company overview)

The IT Operations and Service Support Officer to the Senior Systems Administrator. She/He ensures the smooth functioning of IT infrastructure and provides technical support to end-users. This role focuses on maintaining system availability, resolving incidents, and delivering high-quality IT services aligned with organizational standards.

Responsibilities or duties

1. IT Operations Management

• Monitor and maintain servers, networks, and storage systems.
• Ensure system uptime and performance through proactive checks.
• Manage backups and disaster recovery procedures.

2. Service Desk Support

• Provide first and second-level technical support to users.
• Log, track, and resolve incidents and service requests within SLA.
• Escalate complex issues to appropriate teams.

3. System Administration

• Manage user accounts, permissions, and access controls.
• Apply patches and updates to operating systems and applications.
• Maintain IT asset inventory and documentation.

4. Security & Compliance

• Implement security policies and monitor for vulnerabilities.
• Support compliance with regulatory and organizational standards.

5. Performance Reporting

• Prepare reports on system performance, incidents, and service metrics.
• Recommend improvements for operational efficiency.

6. Continuous Improvement

• Identify opportunities for automation and process optimization.
• Participate in IT projects and system upgrades.

Qualifications or requirements (e.g., education, skills)

Education Requirements

• Diploma or Bachelor’s degree in information technology, Computer Science, or related field.

Experience needed

• 2+ years in IT operations and technical support for diploma holders and 1 year in IT operations and technical support for degree holders.

Technical Skills

• Knowledge of Windows/Linux server administration.
• Familiarity with networking (LAN/WAN, firewalls, VPN).
• Experience with ITSM tools (e.g., ManageEngine, JIRA, ServiceNow).

Other Skills

• Strong troubleshooting and problem-solving abilities.
• Good communication and customer service skills.

Core Competencies

• Analytical Thinking: Ability to diagnose and resolve complex application issues.
• Customer Service Orientation: Clear communication and user support skills.
• Collaboration: Works effectively with cross-functional teams, department and suppliers.
• Attention to Detail: Maintains accurate documentation and compliance.
• Continuous Learning: Keeps up to date with emerging technologies and best practices.

• Monitor and maintain servers, networks, and storage systems.
• Ensure system uptime and performance through proactive checks.
• Manage backups and disaster recovery procedures.
• Provide first and second-level technical support to users.
• Log, track, and resolve incidents and service requests within SLA.
• Escalate complex issues to appropriate teams.
• Manage user accounts, permissions, and access controls.
• Apply patches and updates to operating systems and applications.
• Maintain IT asset inventory and documentation.
• Implement security policies and monitor for vulnerabilities.
• Support compliance with regulatory and organizational standards.
• Prepare reports on system performance, incidents, and service metrics.
• Recommend improvements for operational efficiency.
• Identify opportunities for automation and process optimization.
• Participate in IT projects and system upgrades.

• Knowledge of Windows/Linux server administration.
• Familiarity with networking (LAN/WAN, firewalls, VPN).
• Experience with ITSM tools (e.g., ManageEngine, JIRA, ServiceNow).
• Strong troubleshooting and problem-solving abilities.
• Good communication and customer service skills.
• Analytical Thinking: Ability to diagnose and resolve complex application issues.
• Customer Service Orientation: Clear communication and user support skills.
• Collaboration: Works effectively with cross-functional teams, department and suppliers.
• Attention to Detail: Maintains accurate documentation and compliance.
• Continuous Learning: Keeps up to date with emerging technologies and best practices.

• Diploma or Bachelor’s degree in information technology, Computer Science, or related field.