Job Summary
The IT Support Officer provides technical assistance and support to end-users within an organization, resolving IT-related issues and ensuring smooth operation of computer systems, networks, and software applications. They are responsible for responding to user inquiries, troubleshooting problems, and diagnosing issues via phone, email, or in person. Additionally, they install, configure, and maintain hardware and software components, including computers, printers, and peripherals. The IT Support Officer also documents support activities, solutions, and procedures, and provides training to end-users on IT tools and systems.
Job Responsibilities 1
- Assist user in diagnosing, resolving, and documenting hardware and software problems timely and accurately.
- Achieve internal SLA’s for support
- Perform system backups and recovery on timely basis.
- Perform on-site analyze, diagnosis, and resolution of complex computer problems for a variety of end users and recommend and implement corrective hardware and software solutions, including off-site repairs
- Assist with Server installations and setups as well as resolution of server end problems.
- Assist with the administration of Client end Installations.
- Assist in network connectivity troubleshooting and firewall maintenance
- Install Complex Software for Desktop Management. This includes Asset Management, Antivirus and Spam filtering software, Desktop Maintenance.
- Configure and install personal computer software packages, software upgrades, PC Support, Operating System upgrades and maintenance.
- Identify and correct operational problems on employee computers systems.
- Update tickets using Service Desk application based on the SLA and SOP
Job Knowledge & Skills
Knowledge and ability to troubleshoot hardware and software
Knowledge of Hardware /software configuration, maintenance, procedure etc.
Knowledge of techniques use in applications Knowledge of the office procedure
Knowledge of computer applications and software processing.
ERP knowledge preferably SAP functional skills are a requirement to be successful in this role.
Job Experience
Minimum 5 year(s) working experience, 3 year(s) relevant working experience, 2 year (s) GCC is a plus
Competencies
Collaboration
Accountability
Resilience
Quality
Leadership
Service Level Agreements L2
Applications Systems Architecture L2
Applications Development Standards and Procedures L2
Applications Database Knowledge L2
Applications Operational Knowledge L2
Education
Bachelor’s Degree in Computer Science or any related field
About PIH
Power International Holding (PIH) is a diversified business conglomerate, organized into 6 groups: Energy, Concessions & Construction; Industries & Services; Telecommunication ;Agriculture & Food Industries; Real Estate; and Lifestyle (Hospitality, Entertainment & Catering);
Our commitment to sustainable growth and success for each business unit is reinforced by a structured approach to resource allocation and centralized functional support, enabling continuous development and adaptability across diverse sectors. Each group operates with focused specialization, driven to meet PIH’s overarching strategic objectives. This collective strength is achieved through a culture of excellence, where leaders across different disciplines proactively collaborate, ensuring each business flourishes and excels in its field. Through this synergistic model, PIH not only supports the distinctiveness of each group but also ensures its sustained impact in advancing the economy and communities it serves.
