IT Customer Support Executive

Position Summary

The IT Customer Support Executive’s role is to ensure proper border control systems operation so that end users can accomplish business tasks. This includes actively resolving escalated end user help requests in a timely and accurate manner.

Responsibility Description

Operational Management 

• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing and configuring hardware, implementing file backups, and configuring systems and applications
• Install, configure, and upgrade operating systems for Gates and workstations.
• Install anti-virus software and ensure virus definitions are up to date.
• Install, configure, and monitor proactive monitoring tools to ensure systems effectiveness. 
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Perform preventative maintenance, including proactively inspecting and fixing Gates, workstations, and their peripherals like, printers, scanners, copiers, readers like passport, barcode, face capture, Card, and IRIS readers.
• Test fixes to ensure problem has been adequately resolved.
• Deploying and testing gates and border workstations at client side
• Responding in a timely manner to service requests/incidents
• Troubleshoot, report, and escalate sites service interruptions timely and follow up with the relevant stakeholders to get it restored properly.
• Perform regular inventory audit to the onsite assets and spare parts; and update the inventory records

Self-Development

• Takes personal responsibility for one’s own learning and development through a process of assessment, reflection and taking action to continually update one’s skills.
• Ability to learn new technologies
• Learning pace in learning new technologies 

Policies, Systems, Processes and Procedures 

• Implements procedures and controls covering all areas relevant to the role so that procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service
• Must understand and embrace organization’s information security framework and perform duties according to the policy, procedures, standards, and guidelines 

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Quality Management

• Complies with all relevant quality management procedures and controls to guarantee compliance and delivery of high-quality products/service 

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Continuous Improvement

• Contributes to the introduction of best practices in the department in order to upgrade the functionality and provide improved support for achievement of business objectives.
• Contributes to the identification of opportunities for continuous improvement of systems, processes and practices taking into account best practices, improvement of business processes, cost reduction and productivity improvement 

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MIS and Reports

• Prepares timely and accurate MIS statements and reports as required 

Academic/ Vocational Qualifications

• Minimum College diploma in the field of Computer Sciences / IT / Engineering.

Work Experience

• Minimum 2 – 3 years of experience in a similar environment 

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