Responsible for first-line support for ICT networks to achieve Service Level Objectives
and Systems Performance standards.

1. Provide first-line technical support; answering and fixing queries via phone, email
   and help desk
2. Offer excellent staff support for all ICT related queries and adhere to all service
   management standards
3. Take ownership of user problems, and be proactive when dealing with user issues
4. Ensure that all calls and support requests are logged on the service desk
5. Maintain a log of any network and infrastructure problems
6. Support users in the use of the network by providing necessary training and advice
7. To allocate more complex calls to the relevant ICT technical support levels
8. In liaison with other ICT staff, arrange for external support where problems cannot be
   resolved in-house
9. Perform preventive, maintenance, regulatory compliance and other related activities
   required for network and security services and devices
10. Ensure documentation is maintained and filling is properly managed
11. Perform any other duties as will be assigned to you from time to time by the Senior
    Manager ICT.

1. Proven experience in overseeing the configuration. deployment, management of
   network devices, applications, and related products.
2. Proven experience with systems planning, security principles, and general software
   management best practices.
3. Excellent understanding of the organization’s goals and objectives.
4. Knowledge of applicable data privacy practices and laws.
5. Good project management skills.
6. Excellent written, oral, and interpersonal communication skills.
7. Ability to conduct research into systems issues and products as required.
8. Ability to communicate ideas in both technical and user-friendly language.
9. Highly self-motivated and directed, with keen attention to detail.
10. Proven analytical and creative problem-solving abilities.
11. Able to prioritize and execute tasks in a high-pressure environment.
12. Strong customer service orientation.
13. Ability to work in a team-oriented, collaborative environment.

1. Good interpersonal skills and teamwork
2. Customer centricity
3. Good communication skills (including oral, written and phone etiquette)
4. Good problem solving and follow up skills.
5. Personal initiative / self-drive and personal organization
6. Ability to work under pressure, in a fast paced and results driven environment.

1. Bachelor’s degree in information technology, computer science and/or a related field.
2. Additional certification in Server Room, Telephony, CCNA, VMWare, MCSE, ITIL,
   LPIC or other relevant areas will be of added advantage.
3. Minimum 1 years’ experience in a busy IT function.
4. Experience in banking and Knowledge of banking products & services is desirable.