1. Job Description
2. Overall purpose, duties and responsibilities of the role:
3. Coordinates with the external vendor for support and maintenance on internet connection and telco issues.
4. Participates in the assessment and testing of new products introduced by the vendor for Troo.
5. Secures Troo connectivity by providing monthly maintenance support.
6. Does the monthly inventory of devices including firewalls, routers, switches and laptops.
7. Updates and provides security patches to Troo applications monthly.
8. Monitors licenses of office applications such as Office 365, Adobe DC and Symanthec Antivirus.
9. Ensures the configuration of iPads before sending it to the Sales Team.

1. Essential Skills / Qualifications:
2. Bachelor (4-year) degree, with a technical major, such as engineering or computer science/information technology and other computer courses.
3. At least 3 years helpdesk support experience.
4. At least 3 years network/system administration, network security experience.
5. Proficient in troubleshooting Windows Operating System OS and different and desktop applications.
6. Cisco and Huawei administration and configuration is a plus.

1. Relevant Competencies:Functional Competencies:
2. Partnering with External IT Providers
3. Coordinates and fosters good working relationship with external providers to ensure delivery of agreed service or product needed by the business.
4. Providing IT Services
5. Resolves easy to medium complexity incidents and identifies work-arounds for critical tickets.
6. Distinguishes Low, Medium, High and Critical severity tickets based on identified criteria per severity and escalates any concern beyond authority level.
7. Ensures that assigned tickets are constantly attended to from start to closing.
8. Maintains database/ tool to monitor OLA compliance
9. Purchasing and Maintaining IT Assets
10. Monitors inventory of assigned IT asset and initiates request as necessary.
11. Requests for and conducts simple comparative analysis of proposal/quotation for a basic IT asset requirement.
12. Shortlists and recommends a basic hardware/ software solution based on defined features and specification requirements.
13. Administering IT Infrastructure
14. Demonstrates sufficient knowledge and understanding of various IT platforms.
15. Conducts basic system configuration and troubleshooting to ensure optimum performance of an infrastructure.
16. Deploys required IT asset to assigned user based on deployment schedule.
17. Ensuring IT Security
18. Ensures that all applicable policies and standards related to IT security are complied with in the delivery of assigned function.

a. Ensures that all applicable policies and standards related to IT security are complied with in the delivery of assigned function.

1. Core Competencies
2. Bravery
3. Optimism
4. Creativity
5. Integrity

Additional Information