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| Main Job Purpose |
| The main purpose is to act as a focal point for IT incidents and service requests. The primary focal point for all issues related to the IT and physical security infrastructure and will ensure the functioning of Network infrastructure, end-user equipment, physical Security Management Systems, TV, Satellite, Video Surveillance, Fire Alarm System, Alarm Intrusion and CCTV systems throughout ENRRA. He/she is responsible for maintenance of these systems and any upgrades required. He/she is also in charge of testing components, management of spare parts and inventory control, procurement, database update and training of end users. The incumbent is required to keep accurate records of all systems and to issue technical reports where necessary. |
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| Key Responsibilities |
- Address service requests and incidents channelled through the help/Service Desk.
- Follow up on incoming service requests and reported incidents in a rotating roster, provide necessary solutions or further needed escalation.
- Respond to users’ emails and document the incidents or service requests in the Service Desk application.
- Support the procurement process of end-user equipment by carrying out compatibility tests and proposing hardware and spares replacements according to IT equipment lifecycle.
- Schedule and execute installations, configurations and maintenance of end-user equipment, including desktops, notebooks, printers, scanners, monitors and tokens for encryption and remote access solutions.
- Support the physical Security Management System including intruder detection system, access control system, fire alarm system, security incident reporting, monthly reports, review of CCTV and access levels. Perform daily system health checks of system alarms, including analysis and response.
- Ensure proper access management. Maintain and update user accounts in all network domains, including access rights and permissions to enter buildings, applications and access to remote and virtual PCs.
- Carry out other similar tasks assigned by the Head of Department.
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| Behavioural Competencies (Core & Functional) | | Core Competencies | | Planning and Organizing | - Perseveres and follows work through to completion
- Checks for errors to ensure work is delivered to a high standard first time.
| | Communication Skills | - Represents self and team positively within the Authority
- Speaks and writes clearly and succinctly using appropriate language that is easy to understand
- Considers the target audience, adapting style and communication method accordingly.
- Communicates persuasively and confidently
- Checks for understanding
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| Commitment to Quality & Continues Improvement | - Actively supports the application of sound quality management standards and process improvement.
- Demonstrate knowledge of ENRRA’s quality management standards, activities and procedures related to his/her area of work.
- Collects, consolidates and organizes data and information to support the evaluation of quality management and identifies issues relating to consistency, clarity and logic.
| | Collaborative Work Relations | - Effectively cooperates and communicates with peers.
- Ensures all group members or relevant colleagues have relevant and useful information.
- Does own share of the work and offers assistance to group.
- Contributes effectively in meetings and working groups, and understands the collaborative benefit of working together.
- Understands the importance of building productive relationships with clients and stakeholders, and works on these relationships when the opportunity arises.
| | Functional Competencies | | Attention to Details | - Maintains checklist to cover details of task
- Reviews own work for accuracy and completeness
- Spotting inconsistencies or discrepancies that indicate problems with quality of work
| | Resilience | - Accepts the need to perform monotonous and routine tasks and sees their value.
- Tries hard to maintain level of work effort as pressure increases.
- Tries to maintain a positive outlook as pressure increases.
| | Negotiation Skills | - Maintains relationship with all parties during negotiations
- Adapts discussions and presentations to appeal to the needs or interests of others
- Makes a positive impression on other individuals in one-to-one settings.
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| Qualifications | |
| Education | - University degree (Bachelor’s degree).
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| Knowledge/ Experience | - More than Four years of relevant experience in the related fields are highly desirable.
- Knowledge and Practical experience (Certifications are highly desirable) the following fields:
- in electronics including experience with physical security systems and related computerized equipment.
- in IT, including direct experience with highly technical aspects of IT and physical security system.
- in integrated physical security systems.
- Thorough Knowledge of the installation, maintenance and operations of electrical and Physical Security Systems (including: Access Control system, Surveillance System, Intrusion Detection System, Fire Alarm System, Building Management System), and modern techniques used.
- Familiarity with IT & Security environment in similar organization and ability to work independently in a technical capacity
- Ability to use efficiently computer-based applications for record keeping, report writing and various other functions.
- Familiarity with Service Desk tools for IT Service Management and ability to implement best practices processes; Disk Encryption; VPN software and Infrastructure.
- Knowledge of Content Delivery Networks.
- Basic programming knowledge is desirable.
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| Computer Skills | - Professional computer skills, including a high degree of proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.
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| Languages | - Good command of English language (Oral and Written).
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| Other Skills/ Training | - Practical training/certificates in the field are preferable.
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