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IT Support Officer

SpotOn Connections Full-Time  Tas-Sliema, Malta 7 Dec 2018

Job Description


Forming part of the IT support team and reporting to the IT Technical & Support Manager, the selected
candidate will provide IT support services to the internal customer base, ensuring that work is
successfully prioritised and completed in accordance with the business expectations.
This role involves being at the forefront of resolving all IT related issues either by phone, email or
internal ticketing.
Duties include hardware and software support, virtual desktop infrastructure (Citrix) support and
windows active directory, email domain admin, basic Linux server admin, systems backup and data
recovery.
The candidate will also be required to follow defined processes in terms of call logging and ticketing
and ensure that tasks are completed and resolved within agreed service levels.

Main Duties include:
• Troubleshooting user issues using a variety of support tools including remote administration
on workstations, laptops and virtual desktops
• Assist users with internal and mainstream applications including Microsoft Office and
Quickbooks
• Carry out Windows Domain Active Directory and Google Apps for Work administration tasks
• Following defined processes in terms of incident logging and ticketing ensuring tasks are
completed and resolved within agreed service levels
• Tracking issues with vendors and providers to successful completion
• Managing system backups and data recovery operations
• Handle workstation, laptop and server operating system patching
• Provide feedback for continuous improvement of the incident tracking process
• Provide regular status updates to the IT Technical Manager and the IT Operations team
• Assist with emergency support

Knowledge, Experience and Qualifications:

Proven hands-on experience in specifying / troubleshooting / configuring user and customer IT
issues – 1 year in a similar role.

Some knowledge of:

• Windows Operating systems, including Active Directory and Group Policy maintenance
• Networking and TCP/IP
• User Administration

Basic knowledge of:
• Linux server administration
• VMware vCentre management
• Citrix XenApp
Diploma level or equivalent in IT related subjects required as a minimum

The Selected Candidate must be:
• A good team player able to work on a two-shift basis covering 08:00 through 20:00
• Courteous and enjoying working with people
• Flexible in providing occasional on-call out of hours support (against payment)
• Has good verbal and written communication skills in the English language
• Able to work under pressure and shifting priorities

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