PURPOSE:

• The Terminal IT/OT Support is responsible for providing end-user support, day-to-day support and maintenance of terminal’s IT/OT infrastructure and assets where it requires hands-on activities

RESPONSIBILITIES:

• Provide end-user support services, including but not limited to Office applications, desktops, laptops, printers and mobile phones.
• Provide support, conduct maintenance, resolve incidents and implement changes for local IT infrastructure services and assets, requiring hands-on interaction. Including but not limited to CCTV/OCR equipment, biometric readers, radio equipment and VMTs
• Support the regional IT service delivery team when they require hands-on onsite IT/OT support for incident and change management
• Resolve incidents within agreed service levels

WHO WE ARE LOOKING FOR:

• Technical Support Experience: Proven background in providing end-user IT support (hardware, software, and mobile devices), with strong troubleshooting and problem-resolution skills.
• Infrastructure & Systems Knowledge: Hands-on experience with IT infrastructure components such as desktops, laptops, printers, CCTV, biometric devices, radios, and related equipment.
• Incident & Change Management: Experience resolving incidents and implementing changes within agreed service levels.
• Collaboration Skills: Ability to work effectively with regional IT/OT teams, providing on-site support and coordinating to ensure smooth service delivery.
• Technical Qualifications: Degree/Diploma in Information Technology, Computer Science, or related field, with relevant certifications being an advantage.
• Customer Service Orientation: Strong communication and interpersonal skills, with a focus on providing timely, professional, and user-friendly support to end users.
• Behavioral Competencies: Proactive, adaptable, and detail-oriented, with the ability to work under pressure, manage multiple priorities, and take ownership of issues until resolution.