- Attend to IT support requests via different channels such as phone calls, emails, or ticketing systems, and accurately log all the relevant information provided by the users to ensure efficient troubleshooting.
- Diagnose and troubleshoot the reported support requests or issues by identifying the root cause of the problem and provide effective solutions or workarounds to resolve it, whilst seeking assistance from other IT team members for solving complex issues.
- Provide technical assistance to end-users, by guiding the users through step-by-step instructions to resolve their technical issues and/or by remotely accessing their devices for troubleshooting and/or providing guidance on how to use various software applications or hardware devices.
- Keep accurate and up-to-date documentations of IT support requests, troubleshooting steps, and resolutions; for creating user guides and articles that can help users resolve common technical issues, and to build and maintain a knowledgebase that users can refer to for future issues.
- Conduct training sessions or workshops, with assistance from the training division, to enhance the end-user knowledge and understanding of IT systems, applications, devices, and security protocols.
- Install, configure and maintain all software and hardware; this includes, but not limited to, setting up new computers, printers, scanners, installing operating systems and software applications, and ensuring that all systems are up-to-date and secure.
- Update and maintain the Ministry sector’s IT status, including computers, peripherals, CCTV and software licenses, etc., and tracking hardware and software installations, upgrades, and retirements, while coordinating with the admin/procurement section to ensure an adequate supply of IT equipment and software licenses.
- Manage, maintain and monitor all user accounts for systems such as Microsoft365 and 3CX phone system and GEMS, as well as other internal/external applications or systems and ensure the user accounts meet IT policies and security standards.
- Involved in various IT projects such as system upgrades, network installations, or software implementations, by assisting in project planning, user acceptance testing, or providing input for system improvements based on end-user feedback.
- Stay at par with the constantly evolving technology, latest trends, and advancements in the IT industry, this includes researching modern technologies, attending IT training sessions or conferences, and continuously learning to enhance technical skills and knowledge.
- Attend to any other IT related work or tasks assigned by the IT Operations and Helpdesk Unit Head or the IT Section Head.
Required Skills and Technical Expertise
- Excellent communication skills in both Dhivehi and English.
- Excellent task and time management skills
- Proficiency in multiple operating systems like Windows and Linux, and familiar with mobile OS such as Android and iOS.
- Understanding of internal PC/Laptop components (CPUs, RAM, hard drives, etc.) and external peripherals (keyboards, printers, etc.).
- Familiar with using various remote support tools used to assist users who are not physically present.
- Knowledge of common software applications and the ability to install, configure, and troubleshoot them.
- Understanding security protocols and tools, such as endpoint security and firewalls, etc.; and virtualization technologies such as VMware, Hyper-V, etc.
- Hands-on experience in network, software and hardware troubleshooting is an added advantage.
Additional Skills as an Advantage
- Strong commitment and willingness to work outside official working hours when required.
- When required, able to travel to Ministry’s offices/centers in the greater Male’ area and across the atolls for carrying out IT related tasks/activities.
- Ability to work in a team and work independently.
- Analytical mindset and ability to approach challenges creatively.
- Strong interpersonal skills.
- Ability to assess and communicate issues clearly.
- Strong problem-solving skills.
- Attention to detail.
- Ability to work under pressure and deliver project objectives.
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Responsibilities
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