Senior IT Support Officer

Location: Atyrau, Kazakhstan

An exciting opportunity is available for a highly skilled and experienced Senior IT Support Officer to join a leading organisation. The role focuses on providing efficient and effective ICT technical support, resolving hardware and software issues, and ensuring the smooth operation of in-house and on-site computer systems.

Key Responsibilities

• Diagnose, resolve, and document hardware and software issues in a timely and accurate manner
• Maintain stable operation of computer systems by installing, configuring, troubleshooting, and maintaining hardware and software
• Provide end-user support and assist in the administration of client installations
• Assist with network connectivity troubleshooting, firewall maintenance, and installation of complex software (e.g., Asset Management, Antivirus, and Spam filtering software)
• Configure and install personal computer software packages and operating system upgrades
• Identify and resolve operational problems on employee computer systems
• Update support tickets using Service Desk applications based on SLAs and SOPs
• Assist in monitoring daily backup systems and disaster contingencies to ensure minimal disruption
• Perform system backups and recovery tasks promptly and accurately
• Conduct on-site analysis, diagnosis, and resolution of complex computer issues, and recommend hardware and software solutions
• Assist with server installations, setups, and resolving server-related issues
• Proactively monitor and respond to ICT helpdesk tickets, ensuring timely resolutions
• Provide day-to-day management of access to ICT systems and services
• Conduct research and stay informed on new or improved ICT practices to enhance system effectiveness

   

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field
• Minimum 8 years' experience in IT support, with 5 years in a relevant role
• 2 years' experience in the GCC region is advantageous
• Strong knowledge of hardware and software configuration, troubleshooting, and maintenance procedures
• Expertise in ERP systems, preferably SAP, and experience with Service Desk applications
• Experience in network connectivity troubleshooting, server installations, and disaster recovery procedures
• Ability to manage service level agreements (SLAs) and maintain high standards of customer support
• Knowledge of helpdesk system administration and the ability to manage access to ICT systems and services
• Strong problem-solving skills and attention to detail