IT Local User Support Officer (Outsourced)

Key objectives

• Deliver end-to-end IT onsite support services.

• Manage IT incidents, service requests, and infrastructure (including servers and networking).

• Oversee IT asset management (lifecycle, CMDB, and stock management).

• Provide administrative support for key business applications.

• Ensure high end-user satisfaction and meet Service Level Agreement (SLA) commitments.

• Conduct end-user digital upskill training through workshops and online activities.

• Serve as the primary contact for all IT activities.

Job Responsibilities

• Provide comprehensive IT support, encompassing incident, request, and asset management (including lifecycle and CMDB contributions).

• Deploy and maintain IT hardware (PCs, laptops, network devices) and applications in adherence to company policies.

• Manage the ICT infrastructure within the office, including server room access, PBX, racks, and network equipment.

• Ensure network stability by actively monitoring and collaborating with ISPs to guarantee uptime.

• Act as the primary IT liaison for internal and external service providers, coordinating support to minimize downtime.

• Oversee IT onboarding and offboarding processes for all end-users.

• Contribute to the IT Knowledge Base and adhere to routine operational checklists.

• Collaborate on IT projects with local and corporate teams, and manage all relevant documentation and reporting.

• Perform additional tasks as assigned by the Line Manager.

- Education: Bachelor's degree in Information Technology or a related field.

- Experience: A minimum of 5 years of experience as an IT Administrator.

- Skills & Knowledge:

• Strong English communication skills, coupled with excellent problem-solving abilities and a customer service-oriented mindset.

• Solid understanding of IT Service Management (ITSM) principles and Service Level Agreements (SLAs).

• Relevant certifications such as Microsoft Certified: Windows Server Hybrid Administrator Associate (or equivalent) and CompTIA Network+ (or equivalent Network System Administrator certification).

• Knowledge of cloud computing (e.g., Azure, AWS) and ITIL framework is a significant advantage.