1. Set up PCs, peripherals, productivity applications and business applications for all OneSM employees by ensuring that IT standards are followed.
2. Assist the technical operations in the administration and maintenance of the enterprise voice and data network, as needed.
3. Promote responsible usage and care of all IT assets through the asset management process i.e., all IT equipment is accounted and accountability per item is tagged. If employee resigns, all the assigned accountabilities should be validated by IT prior to clearance.
4. Provide technical support to end users in head office and sites.
5. Liaise with third party contractors for technical support, warranty claims and repairs.
6. Coordinate with different business units in the fulfillment of their respective requirements.
7. Do research and development for new ideas and latest IT innovations that will help the company in the achievement of its technology goals.

1. Customer Interaction:
Initial Contact: Serve as the first point of contact for users experiencing technical issues.
Communication: Engage with users through various channels such as phone, email, chat, or ticketing systems.
Issue Triage: Gather detailed information about the user's issue, including error messages, symptoms, and steps already taken.
2. Basic Troubleshooting:
Diagnosis: Perform initial diagnostics to identify and understand the issue. This might involve checking system status, reviewing error logs, or running basic diagnostic tools.
Resolution: Address common issues related to hardware, software, network connectivity, and user accounts.
Guidance: Provide users with step-by-step instructions to resolve their issues, such as rebooting systems, updating software, or adjusting settings.
3. Incident Logging and Tracking:
Ticket Creation: Log all support requests in a ticketing system, documenting relevant details about the issue and the steps taken.
Tracking: Monitor and update the status of tickets as the resolution progresses.
Escalation: Recognize when an issue is beyond the scope of L1 support and escalate it to Level 2 (L2) or other specialized teams.
4. Knowledge Base and Documentation:
Documentation: Create and update knowledge base articles and troubleshooting guides based on recurring issues and solutions.
Knowledge Sharing: Utilize existing documentation to aid in resolving issues and ensure that the knowledge base remains current.
5. User Education:
Training: Provide basic training or instructions to users on how to use software, systems, or tools effectively.
Best Practices: Educate users on best practices for security and efficient use of technology.
6. System and Application Support:
Software Issues: Assist with common software problems, such as installation errors, application crashes, or configuration issues.
Hardware Issues: Help with basic hardware troubleshooting, like checking connections, replacing simple components, or diagnosing performance issues.
Network Issues: Address basic network connectivity problems, including checking cables, resetting routers, or verifying network settings.
7. Monitoring and Alerts:
System Monitoring: Monitor system alerts and performance metrics to identify and address potential issues proactively.
Alert Response: Respond to automated alerts or notifications about system performance or failures.
8. Customer Satisfaction:
Follow-Up: Follow up with users to ensure that their issues have been resolved satisfactorily.
Feedback: Collect and document user feedback to improve support processes and customer experience.
9. Administrative Duties:
Ticket Prioritization: Prioritize support tickets based on urgency and impact.
Shift Reporting: Report on shift activities, including issues encountered, resolutions provided, and outstanding tickets.
10. Compliance and Security:
Policy Adherence: Follow company policies and procedures for data security, privacy, and incident handling.
Security Awareness: Be aware of and adhere to security protocols and practices to protect user data and system integrity.

Not required.

- In-depth computer hardware knowledge and troubleshooting skills
- Basic networking skills is an advantage
- Knowledgeable in Microsoft Active Directory and other Microsoft applications
- Customer oriented

Graduate of BS IT / BSCS / BSC0E or equivalent

We welcome fresh graduates but experience in the IT field is an advantage

To provide support to all SMDC employees by providing 1st level technical support using SMITH - through phone. email, remote troubleshooting or onsite visit through daily service delivery monitoring and service escalation. This includes regular performance reporting and/or updating status of tickets.