Public Transport Service Corporation
Port of Spain
Job Description
The Systems Support Technician provides first and second-level technical support to PTSC users. The incumbent installs, configures, maintains and supports desktop computers, laptops, printers, IP telephony, mobile devices, operating systems, enterprise applications, Microsoft 365 services and network connected equipment. The role contributes to business continuity through timely incident resolution, proactive maintenance, cyber security best practices, documentation and excellent customer service.
Key and Critical Responsibilities
<div>Provide first-level and second-level technical support to PTSC employees for hardware, software, network, and system-related issues.&nbsp;</div><div> Install, configure, maintain, and troubleshoot desktop computers, laptops, printers, scanners, mobile devices, and other peripheral equipment.&nbsp;</div><div> Monitor and maintain the Corporation's information technology infrastructure to ensure optimal system performance and availability.&nbsp;</div><div> Assist with the administration and maintenance of operating systems, business applications, email systems, and user accounts.&nbsp;</div><div> Diagnose and resolve hardware, software, and network connectivity problems in a timely manner.&nbsp;</div><div> Respond to and track service requests and incidents through the Corporation's helpdesk or ticketing system.&nbsp;</div><div> Perform routine system maintenance, updates, patches, and software installations in accordance with established procedures.&nbsp;</div><div> Assist with the implementation and maintenance of cyber security controls, including antivirus software, access controls, and data protection measures.&nbsp;</div><div> Maintain inventory records of IT equipment, software licenses, and technology assets.&nbsp;</div><div> Conduct regular backups and assist in disaster recovery and business continuity activities.&nbsp;</div><div> Support network infrastructure including switches, routers, wireless access points, and internet connectivity services.&nbsp;</div><div> Assist with the setup and support of video conferencing, telecommunications, and other communication systems.&nbsp;</div><div> Provide technical support for PTSC operational systems, including fleet management, scheduling, ticketing, and administrative applications as required.&nbsp;</div><div> Develop and maintain technical documentation, user guides, and standard operating procedures.&nbsp;</div><div> Train and assist employees in the effective use of information systems and technology resources.&nbsp;</div><div> Coordinate with external vendors and service providers regarding maintenance, repairs, and technical support services.&nbsp;</div><div> Ensure compliance with PTSC's IT policies, procedures, security standards, and relevant statutory requirements.&nbsp;</div><div> Participate in IT projects involving system upgrades, technology deployments, and infrastructure enhancements.&nbsp;</div><div> Monitor system performance and recommend improvements to enhance reliability, efficiency, and security.&nbsp;</div><div> Perform any other related duties as may be assigned by the Systems Administrator, Manager Information Technology, or other authorized officer.</div><div><br></div>
Key Competencies
<div> Associate Degree in Computer Science, Studies, Technology or equivalent</div><div> IT professional certifications such as CompTIA A+ and Network+ or equivalent.</div><div> At least three (3) years in performing customer service functions</div><div> Experience with Operating System Administration - Windows 7, 10, 11, Server 2012, 2016, 2019, Apple IOS and Android</div><div> Basic networking (TCP/IP, DNS, DHCP, VLANs, Wi-Fi).</div><div> Software Experience with Microsoft Office Suite and various Antivirus and Security applications.</div><div> Endpoint management using Solarwinds.</div><div> Cyber security principles including MFA, antivirus and endpoint protection</div><div> Good understanding of network operating systems in a client-server networking environment</div><div> Good knowledge of workstation, server and network hardware.</div><div> Strong working knowledge of Microsoft office products; to include configuration of MS Outlook email client.</div><div> Experience in technical reporting and documentation</div><div><br></div><div>REQUIRED SKILLS AND KNOWLEDGE:</div><div><br></div><div> Sound knowledge of computer hardware, software applications, operating systems, networks, and IT support practices.&nbsp;</div><div> Strong troubleshooting and problem-solving skills with the ability to diagnose and resolve technical issues efficiently.&nbsp;</div><div> Proficiency in Microsoft Windows, Microsoft 365, Active Directory, and other business applications.&nbsp;</div><div> Excellent communication, customer service, and interpersonal skills, with the ability to provide technical support to users at all levels of the Corporation.</div><div><br></div><div>Any combination of experience and academic qualifications from which comparable knowledge, skills and abilities have been achieved.</div><div><br></div>