Job Description
The incumbent is required to provide a variety of user support functions including computer hardware, software and peripheral support, audio/visual equipment and telephone support for the AI Centres of the Ministry of Public Administration and Artificial Intelligence. 
Key and Critical Responsibilities
IT technical support for the AI Centres.&nbsp;<div> Required to visit multiple AI Centres across the Island.&nbsp;</div><div> Working with the Service Desk to resolve issues logged by end-users within the required service level parameters.&nbsp;</div><div> Providing second level support for all hardware and software through phone and remote access support.&nbsp;</div><div> Escalating service interruptions that are ongoing.&nbsp;</div><div> Performing hardware and application software trouble-shooting, testing and issues resolution.&nbsp;</div><div> Working with infrastructure and application teams to resolve issues in a timely manner and with minimal disruption of business.&nbsp;</div><div> Following up to resolve issues at root-cause level to prevent recurrence.&nbsp;</div><div> Staging and configuration of infrastructure to new stores.&nbsp;</div><div> Providing input for the creation of additional service level requirements to address field support issues as they arise.&nbsp;</div><div> Documenting issues, the events leading up to them, and steps taken for their resolution.&nbsp;</div><div> Coordinating third party resources, POS and other hardware repair and Service Desk to ensure that POS systems are available within the agreed business SLAs.&nbsp;</div><div> Taking initiatives to continually develop local site knowledge.&nbsp;</div><div> Maintaining up to date documentation on store systems and infrastructure.&nbsp;</div><div> Performing other related duties as assigned.</div><div><br></div>
Key Competencies
<p><b><u>Knowledge:</u></b></p><p> Excellent spoken and written English.&nbsp;</p><p> Has initiative and is able to work with teams and possesses good interpersonal skills.</p><p> Advance computer competencies in word-processing tasks.&nbsp;</p><p><br></p><p><b><u>Skills and Abilities:</u></b></p><p> Ability to present a positive impression of self and organisation.&nbsp;</p><p> Alertness and ability to recognise issues which require higher management intervention.&nbsp;</p><p> Good communication skills in oral and written communication&nbsp;</p><p> Sensitivity and skill in interacting with people from a wide range of social, economic and cultural backgrounds, and sensitivity in handling unforeseen matters that arise before the service counters.&nbsp;</p><p><b><u><br></u></b></p><p><b><u>Minimum Experience and Training:</u></b></p><p> Associates Degree in Computer Science or Information Technology with Specialisation in Data Communications, accompanied by professional qualifications in Network Administration, for example, MCSE or Certified WLAN Administrator or any equivalent combination of experience and training.</p><p> Two (2) years experience in Client Server Environments.&nbsp;</p><p> Two (2) years experience in the use of Exchanger Server.&nbsp;</p><p> Experience with UNIX and LINUX networks will be considered an asset.&nbsp;</p><p><br></p>