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