Tech Support, Digital Operations - Support
Corporate Enablement | Digital Services & Solutions | Grade 3
Competencies
Hover on any of the competencies below to view a detailed description.
Core Competencies
Proficiency Levels
Intrapreneurship
Critical Thinking and Data-Driven Decision Making
Facilitates Collaboration and Influence
Learning Agility
Digital Savviness
Results-Driven Outcomes
Public Service Excellence
Leading Change
Technical Competencies
Proficiency Levels
Design Thinking Practice
Intermediate
Agile Methodology
Intermediate
IT Governance and Standards
Intermediate
Infrastructure Deployment
Intermediate
IT Asset Management
Advanced
IT Management
Advanced
Potential Movements
Corporate Enablement
Digital Services & Solutions
3
13 Lateral Movements
Key Accountabilities
- Troubleshoot, diagnose and resolve technical issues related to software and hardware solutions, network connectivity, operating system, applications, equipment, and infrastructure to on-site users
- Partake in the rollout of new technologies, hardware and software, driving the education and adoption for end-users and assess on-going user support needs to meet the service level agreement
- Manage the troubleshooting escalation process and coordinate with the Service Desk team, support specialists and experts for unresolved technical system issues
- Plan and coordinate routine IT / tech systems administration, monitoring and maintenance and coordinate with third party vendor as required to ensured systems are in optimized state
- Develop and maintain procedural documents, troubleshooting guides, FAQs and be an advocate for best practices on digital operations service delivery to ADEO’s internal end users.
- Manage updates, upgrades and maintenance of on-site tech system backups as required to ensure optimization of system components.
Preferred Experience And Exposure
- Proven working experience in IT / digital operations, process improvement, and quality assurance.
- Proficient in infrastructure systems and network related tools and techniques.
- Strong technical expertise working with different operating systems, web services, API, IP based protocols, and database system (PostgreSQL/MySQL)
- CompTIA A+ Certification, ITIL Foundation Certification and Microsoft Certified Professional (MCP) is an added advantage