Under the supervision of his/her direct line manager, the incumbent aids all internal and external IT users.  He/She installs, configures, and maintains the IT/ computer network systems for ECOWAS, responsible for ensuring that all IT/computer networks are functioning properly and up to date. S/he will focus on computer operations, user, and desktop support (hardware and software), front end /back end, helpdesk, database management and perform a variety of moderately complex information technology support duties to ensure smooth delivery of all ECOWAS technological services.

ROLE AND RESPONSIBILITIES

• Tests personal computers and peripherals on a network to diagnose, hardware versus software problems.
• Act as a customer liaison for the computing operation, communicating, resolving, and/or initiating the resolution of problems and concerns.
• Maintain standard filing system for easy and quick document assess and retrieval.
• Assist in software and hardware upgrades, add or update workstations for office staff.
• Perform routine PC maintenance and updates for performance efficiency.
• Assist in maintaining Internet service, firewalls, and telephone systems.
• Set up and submit debugs computer output.
• Transfers computer files between platforms
• Provide basic troubleshooting, repair, and maintenance for computer equipment (e.g. microcomputers, disk drives, and laser printers)
• Install and configure computer hardware, software, systems, networks, printers, and scanners.
• Help in the use of personal computer hardware, software, and specialized mainframe technology or operates a multi-platform computer environment.
• Set up and configure desktop computers, peripherals and accounts assigning security level.
• Troubleshoots, diagnose problems, implement corrective action procedures within prescribed guidelines and/or escalate to other technical resources as appropriate.
• Utilize computer equipment, software, and diagnostic tools to perform a broad range of user assistance, job processing, equipment maintenance and repair and computer operations assignments.

·       Monitor incoming service-desk tickets to understand broad trends and identify dependencies that Help Desk Operators cannot see when working on an individual ticket.

·       Manage escalated issues for any incidents, service requests, or issues.

·       Investigate which processes can be automated and the ways to do so.

• Initiate and monitor actions to investigate patterns and trends to resolve problems.
• Update supervisor on status of projects or technical issues.
• Keep up to date with industry developments in innovation and effective changes.
• Provide IT focused Start of Session planning and support.
• Develop and document process and procedural enhancements and assist other departments as needed for continuous process and service improvement.
• Maintain accurate and complete records and documentation for company policies and procedures.
• Exercise judgment and creativity in selecting and applying procedures correctly and determining when to refer problems to the supervisor or next level of support.

·       Escalate IT service requests approaching or exceeding their SLAs and adjust staff priorities.

·       Prepare a summary of open issues.

• Manage, monitor, and report on the services and service levels required to support and deliver an exceptional IT Assistance.
• Order and stock office supplies when necessary.
• Repair and replace equipment as necessary.
• Test new technology.
• Maintain systems, databases, and web pages.
• Provide training as required.

• Provide occasional out-of-hours support.
• Perform any other duties as may be required from time to time.

ACADEMIC QUALIFICATIONS AND EXPERIENCE

• Brevet de Technicien Superior (BTS)/ Ordinary National Diploma (OND) or its equivalent in Computer Science, Computer Engineering, or related discipline is preferred from a recognized University.

• Five (5) years of progressively more responsible work experience with core infrastructure components such as TCP/IP, VPN, file transfer and remote administration protocols and with LAN and WAN operations and administration
• Strong experience with both Linux and Windows 2003 administration, and Active Directory design and implementation
• Extensive experience with SAN, DAS, NAS, and other storage solutions,
• Working knowledge with VoIP, intrusion detection systems, vulnerability systems, QoS, routing protocols and network traffic analysis
• Knowledge of TCP/IP networking; experience in securing Win2k or 2003/Linux computers (security updates, account management, etc.)
• Knowledge in the use of virtual infrastructure technologies to achieve server consolidation and business continuity.
• Theoretical and practical knowledge of the operations of secure Email systems, secure DNS, DHCP, scalable software and OS deployment strategies, Web servers, clustering, wireless networking, data protection and backup solutions, Cisco networking technologies, including routers, switches, AAA, firewalls, and VPN concentrators.
• Working knowledge of open source and commercial network and security information management tools,
• Familiarity with best practices in network design and operations
• Strong understanding of network routing and switching protocols required.
• Good knowledgeable in system and data design