The purpose of the ICT 2nd Level Support role is to ensure the reliability, security, uptime andoptimal performance of the organisation’s IT core systems and local network infrastructure. Thisis accomplished by providing advanced technical support, maintaining infrastructure, andadministering core systems beyond first-level (helpdesk) support.

This role acts as a technical escalation point, working with third party providers where applicableto restore affected services and by bridging day-to-day user support and strategic IT operationsto successfully serve our customers.

Benefits

Task & responsibilities

Serve as the second level support for escalated IT issues, ensuring timely and effectiveresolution.

Install, configure, and maintain computer hardware, operating systems, servers and enterpriseapplications as designated.

Support in troubleshoot local infrastructure issues and manage the effective resolution throughthe relevant workflow.

Support of desk side support services to staff during working hours.

Identify, analyze, and resolve hardware and software issues related to servers, workstations, andcommunication systems, while delivering effective technical support services.

Support of company’s LAN and WAN and associated hardware and software.

Coordinate, test and Validate patch management, system updates, and vulnerability remediationacross servers and endpoints.

Assist and support IT Infrastructure in 24X7 environment including.

o Data & Voice Switches

o LAN, WAN & Servers

o SIP Trunk Lines

o Genesys & IP Phones

o Data Connectivity Aspects (VPN/ Internet)

o Access Control Systems and Security requirements

o User PCs

o Support & Service Contracts related to Technology

Support identity and access management (IAM), including MFA, SSO, and conditional accesspolicies.

Participate in infrastructure projects such as server migrations, cloud adoption, and networkredesigns.

Coordinate and oversee periodic system audits including validation and review of accesscontrols.

Support and assist the IT supervisor in the readiness of products/business and at all times by:

o Continuous monitoring

o Periodic & Preventive Maintenance

o Liaising with suppliers and vendors for quick resolution of issues

Develop and evaluate technical materials including procedures, user guides, operational manuals,system specifications, technical reports, and maintenance records.

Support change management processes by assisting in the planning, coordination, andimplementation of system and infrastructure changes.

Support Incident Management and risk management processes including the identification,resolution and escalation ensuring minimal disruption to business operations.

Collaborate with cross-functional teams to deliver infrastructure solutions aligned with businessgoals. 

Assist and manage backup, disaster recovery, and business continuity Plan to ensure rapidrestoration of services in the event of system failure or data loss.

To ensure that all regulatory guidelines are adhered to, for example PCI and federal Privacy Act1998.

To ensure that you conduct your role in accordance with EA fraud and corruption fight policies(to act honestly and with integrity) and to report any suspected incidents of fraud and corruption.

To adhere to all Company Policies and Procedures, including Health & Safety, EqualOpportunities, Data Protection, Code of Conduct, Security, IT and Internal Control FinancialRegulations.

To undertake any other duty or responsibility that may reasonably be allocated by yourManager/Company’s Senior Management Team.

Qualification & experience

Ability to work both independently and within a team

Establishing, managing and monitoring support processes for a high availability, high-capacitysite.

Must be result driven, proactive, self-motivated and a team player.

Good planning and organisation skills in order to meet timescales.

Excellent interpersonal and communications skills (verbal and written).

Ability to lead in an environment of change.

Excellent analytical and problem-solving skills.

Ability to increase productivity and continuously improve methods, approaches, anddepartmental contribution. Commitment to continuous learning.

Ability to consult with and influence senior members of staff.

Ability to interact with all levels of seniority, both internal & external.