Job Description
<p class="MsoNormal"><span style="line-height: 107%;">The incumbent is required to provide technical support in the operations and maintenance of the ICT infrastructure of the Ministry/Department under the guidance and direction of supervisors. Duties include: installation and support of personal computers and related software; monitoring of the operations of the Ministry/Departments IT and networking infrastructure; assisting with the installation of computer room and networking infrastructure; and responding to and addressing IT incident reports and requests for help.<span style="font-size: 10pt;"><o:p></o:p></span></span></p>
Key and Critical Responsibilities
<p class="MsoNormal"><span style="line-height: 107%;"><b>DUTIES AND RESPONSIBILITIES:</b><o:p></o:p></span></p> <ul><li><span style="line-height: 107%;">Recognises when an IT system/network /personal computer has undergone a security attack or when a breach of security has occurred, and takes immediate action to limit damage in accordance with the Ministry/Departments security policy; and applies defined security controls to personal computers and related components. <o:p></o:p></span></li><li><span style="line-height: 107%;">Installs or removes hardware and/or software, using defined installation instructions and tools; tests and corrects malfunctions, and documents results in accordance with procedure; provides assistance to users in a professional manner following agreed procedures; and updates related maintenance and configuration records. <o:p></o:p></span></li><li><span style="line-height: 107%;">Monitors and logs the actual ICT services provided to users, compared to that required by service level agreements, and liaises with supervisors in the resolution of any breaches. <o:p></o:p></span></li><li><span style="line-height: 107%;">Assists professional staff with the release and deployment of changes and updates to the live IT environment by administering the recording of activities and results; and by assisting with early support activities such as providing support advice to initial users. <o:p></o:p></span></li><li><span style="line-height: 107%;">Investigates minor security breaches with the IT infrastructure in accordance with established procedures, takes defined corrective action, and updates relevant security records and documentation. <o:p></o:p></span></li><li><span style="line-height: 107%;">Carries out agreed operational procedures of a routine nature; and contributes to maintenance, installation and problem resolution for the IT and networking infrastructure of the Ministry/Department. <o:p></o:p></span></li><li><span style="line-height: 107%;">Assists with the performance of regular backups and restores, and tracks offsite storage, according to agreed operational procedures. <o:p></o:p></span></li><li><span style="line-height: 107%;">Receives and handles service desk and incident management requests for IT and networking infrastructure support following agreed procedures, and maintains relevant records.<o:p></o:p></span></li><li><span style="line-height: 107%;">Performs other related duties as assigned.<span style="font-size: 10pt;"><o:p></o:p></span></span></li></ul>
Key Competency
<p class="MsoNormal"><span style="line-height: 107%;">KNOWLEDGE, SKILLS AND ABILITIES <o:p></o:p></span></p> <p class="MsoNormal"><span style="line-height: 107%;">KNOWLEDGE:</span></p> <ul><li>Knowledge of defined components of IT and networking infrastructure.<br></li><li><span style="line-height: 107%;">Some knowledge of the tools and techniques required for the management and control of ICT within a government based or business organisation.<o:p></o:p></span></li><li><span style="line-height: 107%;">Some knowledge of project management tools and techniques.<o:p></o:p></span></li><li><span style="line-height: 107%;">Some knowledge of relevant Public Service rules and regulations, instructions and procedures.</span></li></ul><p><br></p><p>SKILLS AND ABILITIES:<br></p> <ul><li>Ability to recognise and correct IT security breaches.<br></li><li><span style="line-height: 107%;">Ability to install/remove hardware and software. <o:p></o:p></span></li><li><span style="line-height: 107%;">Ability to communicate effectively both orally and in writing. <o:p></o:p></span></li><li><span style="line-height: 107%;">Ability to operate as part of a team.<o:p></o:p></span></li><li><span style="line-height: 107%;">Ability to establish and maintain effective working relationships with colleagues.<o:p></o:p></span></li><li><span style="line-height: 107%;">Ability to interact positively with members of the public and external stakeholders.</span></li></ul><p><span style="line-height: 107%;"><o:p><br></o:p></span></p><p>MINIMUM EXPERIENCE AND TRAINING:<br></p> <p class="MsoNormal"><span style="line-height: 107%;">Minimum of three (3) years relevant technical experience.<o:p></o:p></span></p> <p class="MsoNormal"><span style="line-height: 107%;">Training as evidenced by the possession of a recognized Associate Degree or Diploma in Computer Science, Computer Information Systems, Information Systems Management, Computer Engineering or a related area.&nbsp;<span style="font-size: 10pt;"><o:p></o:p></span></span></p>