As an In-country IT Support Specialist, you will play a crucial role in ensuring the efficient operation of our organization's IT systems within your designated locations. You will provide technical support to employees, resolve IT-related issues, be the escalation point for OT queries, and collaborate with the global IT team to maintain a stable and secure IT environment. Act as in-country single point of accountability for all IT projects to be deployed into your Locations.
Key Responsibilities:
User Support:
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Provide first-level technical support to end-users, addressing hardware, software, and network-related issues.
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Respond promptly to IT support requests via email, phone, or in-person, ensuring timely issue resolution.
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Assist employees with computer setup, software installation, and troubleshooting.
Hardware and Software Maintenance:
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Conduct regular maintenance, upgrades, and repairs of computer hardware and peripherals.
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Install, configure, and update software applications as needed.
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Monitor and manage inventory of IT assets and equipment.
Network Support:
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Assist in setting up and maintaining local network infrastructure.
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Troubleshoot network connectivity issues and ensure a stable internet connection.
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Collaborate with the central IT team to implement network security measures.
OT Support
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Collaborate with the Level 1 OT support team to ensure queries are resolved within SLA.
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Ownership of all activities and Projects on supported OT sites.
Security and Data Protection:
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Enforce IT security policies and procedures within the location.
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Conduct regular data backups and assist in disaster recovery planning.
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Educate employees on IT security best practices.
Documentation and Reporting:
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Maintain accurate records of IT equipment, software licenses, and support requests.
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Generate reports on IT-related activities and issues for management review.
Vendor Management:
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Liaise with local IT vendors and service providers to ensure timely resolution of issues.
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Assist in evaluating and selecting IT vendors as needed.
Training and Knowledge Sharing:
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Provide training to employees on IT tools and applications.
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Share knowledge and best practices with the local team.
Applications Support:
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Provide support for business-critical software applications used by local teams.
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Troubleshoot application-related issues, including installation, configuration, and user access problems.
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Collaborate with global IT team, Software vendors or developers to resolve complex application issues.
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Assist in the testing and deployment of application updates and patches.
Local Project Implementation:
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Participate in the planning and execution of IT projects specific to the local office or region.
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Coordinate project activities, including hardware and software upgrades, migrations, and installations.
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Ensure that project timelines and objectives are met within budget constraints.
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Provide technical expertise and support during the implementation of IT solutions
Qualifications:
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Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
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Proven experience in providing IT support and troubleshooting.
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Strong knowledge of operating systems (Windows) and common software applications.
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Familiarity with networking concepts and protocols.
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Excellent communication and customer service skills.
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Ability to work independently and collaboratively in a global team.
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Exposure to Fuel Energy Downstream industry an advantage.
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Relevant certifications (e.g., ITIL, CISCO, Microsoft Certified Desktop Support Technician) a plus.
