It Infrastructure End User Support

**Main **Purpose** of the **Role**

A DFSC IT Infrastructure End User Support is a contributor responsible for providing technical solutions to address day-to-day issues related with IT infrastructure services and is involved in variety of major tasks, projects associated within the agreement between DFSC, The Dairy Farm Group and its Business units.
**Key Responsibilities**
- Provide day to day end-user support.
- Perform technical support and troubleshoot intermediate to complex issues effectively and efficiently in line with the SLA required by the business.
- Provide emergency on-site support and coordination, and on-call support as required.
- Resolve and manage intermediate to complex service requests in adherence with service level agreements.
- Monitor environments using tools, logs, and log analysis and respond to alerts by following procedures or escalating them.
- Updates and maintains existing document procedures, records and inventory.
- Defines operating procedures used for day-to-day support, installation guides, housekeeping procedures, etc.
- Performs advanced daily health checks and system monitoring.
- Prepares complex and advanced monthly reports for service utilization and availability.
- Perform ad-hoc requests.
- Perform intermediate to complex software installation and configuration
- Perform intermediate to complex system and server administration and monitoring.
- Perform major tasks activities including disaster recovery
- Ensure that security policy standard is being followed.
- Assist superiors on other tasks and projects as needed
- Train, KT and delegate tasks to trainees and associates.
**Key Requirements (Education, work experience and skills, industry certification, language proficiency)**

**Education**:

- Graduate of any IT related course.
**Experience**:

- Solid 5 plus relevant working experience.
**Skills**:

- Has the ability to work well with others.
- Has high attention to detail.
- Has the ability to multi-task.
- Has the ability to maintain focus in providing effective performance even under pressure.
- Can work independently with mínimal direction.
- Can adapt in a fast paced environment.
- Can work with management.
- Can distill complex issues to a short and simple explanation and be able to provide effective documentation used by others.
- Must be able show initiative and flexibility to tackle tasks.
- Must possess strong analytical skills and proven technical skills.
- Must have strong verbal and written English communication skills.
- Must have a good sense of ownership and commitment towards work.
- Must be able to adhere to standards & procedures and maintain confidentiality.
- Must be able to gather information systematically to establish facts & documentations.
- Must have the determination to get things done.
Make things happen and constantly looking for better ways of doing things.
**Role Specific Technical Competencies**
- Knowledgeable in computer concepts and functionalities.
- Proficient in Microsoft office.
- Good understanding of computer concepts in Windows and Linux.
- Good understanding of Network topologies and platforms.
- Ability to perform intermediate functional analysis and investigation on Windows and Microsoft related issues.
- Ability to perform intermediate troubleshooting to resolve Windows and Microsoft related issues.
- Ability to perform daily health checks and monitoring activities on Windows and Microsoft services.
- Ability to perform intermediate operational tasks in Windows environment.
- Ability to implement and suggest Windows and Microsoft security standards.
- Ability to perform basic system design architecture.
- Ability to create and perform different programs or scripts.
- Ability to handle intermediate windows updates, OS server upgrade and build.
- Intermediate knowledge on different databases but not limited to Active Directory and Exchange Services and be able to perform basic maintenance.
- Intermediate knowledge in Windows Server 2008 and 2012
- Intermediate knowledge in MS Exchange 2007, 2010, 2013 and 2016
- Intermediate knowledge in Desktop client OS - Windows 7/8/10