Information Commission Technology Associate

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Description

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• The incumbent will perform a full range of procedural activities in support of ICT to ensure effective communications with client departments/divisions/offices and efficient provision of support to other ICT staff.

• Providing first-level support that includes receiving, processing and logging service requests.
• Managing lifecycle of ICT incidents assigned to him/her in service management tool.
• Providing support in conferencing with ICT and audiovisual equipment as and when requested.
• Creating and assigning work orders.
• Maintaining and updating files (electronic and paper) and internal databases.
• Maintaining ICT inventory, manuals and other documentation. This may require the incumbent to lift, move, mount, or store equipment.

• The incumbent will be accountable for specialized support pertaining to routine ICT activities requiring thorough understanding and application of operating system, hardware and software documentation and functionality.

• Installing/upgrading, configuring (routine, standard) and maintaining systems, tools and equipment.
• Assisting in routine operation and monitoring of systems.
• Providing user support/troubleshooting.
• Extracting data from databases to serve the needs and requests of users, diagnosing errors and correcting as necessary.
• Assisting in the generation of computer reports.
• Providing on-the-job orientation for users in the use of ICT systems.

• Completion of Secondary education is required, supplemented with formal training in Computer Science, Information Systems, Telecommunications, Engineering.
• ITIL Foundation Certificate or equivalent customer support certification is an asset. 

• A minimum of six years of practical work experience in information technology, requiring systematic methods of troubleshooting and problem solving is required.
• A bachelor’s degree from a recognized academic institution in a relevant field may replace three years of related work experience. A master’s degree may replace additional two years.
• Experience in providing assistance to users on IT products and services, and use of applications and diagnostic tools is required.
• Practical experience in providing technical and business Customer Support and Services is required.
• Practical experience and working knowledge of various computer platforms and applications is required.
• Experience with IT hardware maintenance will be an asset

• Fluency in Arabic and English is required.

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