Job Summary:

Responsible for providing IT support services to the project site offices

Lead the team of outsourced support engineers and also provide direct on-site IT support to the users

Maintain existing network and telecommunication equipment and circuits, desktop hardware and standard applicationsRoles and Responsibilities:

Responsible for the installation, configuration and maintenance of desktop hardware (including desktop computers and printers) and standard desktop applications (including Microsoft office applications, virus protection, and network security)

Responsible for on-site IT user support for network, telecommunication, desktop hardware and standard applications

Maintain detailed configuration of computer and communication equipment

Work closely with other staff in information technology department to provide quality IT support to users

Assistance to develop applications/tools like databases, macros, templates etc. to automate workflows/processes in the site offices

Responsible to maintain inventory of all IT equipment that include computer hardware, Telephone equipment, communication equipment and software applications at the Site offices and the offices of PMC and Consultants

Responsible for optimum operation and availability of the network.

Ensure that the Operations and Network Services meet the performance SLA targets of the IT division

Assist in managing outsource supplier contracts and negotiations for provision of IT Services

Assist in developing and enforcing operational desktop standard configurations, documentation, and procedures

Manage the complete lifecycle of end-user technology assets from acquisition to disposal of hardware (laptops, desktop computers, monitors, printers, etc…), software, and telecom elements in coordination with corporate procurement

Ensure conformance to relevant Service Level AgreementsReporting Lines:

Report to: Senior Manager - IT Infrastructure and Support

Report From: NoneCapabilities / Skills:

Business capabilities:

6+ years of experience in an IT Support position in a large company

Broad range of LAN/WLAN and IP telephony knowledge, especially regarding Cisco networks

Extensive knowledge of standard desktop applications and operation systems, especially regarding Microsoft office applications, adobe products, and windows operating systems

Knowledge of IT Service Desk procedures, anti-virus and security systems, and backup systems

Vendor Management and Team Management Skills

Thorough understanding of ITIL or similar service delivery systemsInterpersonal skills:

Strong analytical skills

Technical and non-technical communication skills

Ability to establish user trust and confidenceKey Performance Indicators:

User satisfaction level

Number of processed tasks/issues/problems

Issues/problems resolution rates

Conformance to SLA targets