PURPOSE Provides support for infrastructure and office applications, network & business systems, for SSIT. Plans, monitors and administers the day to day activities of the IT Helpdesk operations, business systems network of the terminal in a complex infrastructural environment. Actively participates in the troubleshooting and problem-solving process for all raised issues by the terminal users. Contributes to the deliveries of the IT support & services within agreed SLA. PRINCIPAL ACCOUNTABILITIES Configures, installs and maintains local area network hardware, software and telecommunications services such as Personnel computer, Printers, Fax, Telephones, Radio devices, Cameras, Access readers... Installs, modifies and makes repairs to personal computer hardware and software systems, and provides technical assistance and training to system users. This includes setup of equipment Installs and tests software upgrades. Loads specified software packages such as operating systems, word processing, spreadsheet, database, or other programs into computer. Enters commands and observes system functions to verify correct system operation. Responds to department inquiries concerning systems operation and diagnoses system hardware, software and operator problems. Assists with network security, selecting passwords, setting security parameters, and installing anti-virus and other security software in alignment with SSIT security policy Answers, evaluates and prioritizes incoming telephone, e-mail and in-person requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies. Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error, for simple problems. More complex problems are referred to supervision. Provides the first level of Analysis for user problem and finds appropriate solutions for IT-related problems. Assists users in understanding various options and applications within MS Office, including Word, Excel, Access, PowerPoint and Outlook. Answers inquiries regarding status on resolving a computer problem if possible. Guides users in the procedures for applying an application within the software, instructing them where to find a particular application. Coordinates with various vendors regarding repairs to RF terminals, and other issues with software or hardware; receives items and prepares documentation to accompany items. Maintains helpdesk filing system and handles the purchase requisitions for the department. Provides technical assistance and training to end users. Supports call out service requirements and follow the whole process until request will be solved. Manages the audit requirements of the systems and the related data. Other duties assigned by line manager as and when required. CRITICAL QUALIFICATIONS/SKILLS/EXPERIENCE College/University degree in Computer science/IT engineering or related discipline. At least 3 years of experience in client support & require the good voice and communication skill. General understanding of LAN/WAN and client/server architecture for installation, administration, and on-going maintenance. Demonstrated knowledge of IT-related hardware and software systems, cabling, maintaining skill for IT-related device such as camera/access/radio ... Good knowledge of various Operating System and Microsoft Office. General understanding of networks including: protocols, RF, optical, etc.