Software Configuration

1. Provide ongoing support for applications to ensure they function correctly. 2. Perform routine maintenance, updates, and patches to keep applications up-to-date and secure. 3. Respond to and resolve application-related incidents promptly. Conduct root cause analysis to prevent recurrence of issues and ensure long-term solutions. 4. Monitor application performance and identify areas for improvement. Implement optimisation strategies to enhance application efficiency and user experience. 5. Manage and implement changes to applications in a controlled and systematic manner. Ensure that changes are tested and documented to minimise disruptions. 6. Liaise with software vendors to manage contracts, licenses, and service level agreements (SLAs). 7. Collaborate with stakeholders to understand business requirements and align application services accordingly.

1. Responsible for the operation, support, and maintenance of specific software applications, which may be built in-house or third-party software. 2. Has a deep understanding of the application's functionality and backend. 3. Oversees software testing and transition processes and provides necessary support when required. 4. Responsible for interacting with the application users and setting up, and onboarding of the users. 5. Works in a team setting and is proficient in applications development and monitoring tools and techniques required by the organisation. 6. Familiar with the relevant software platforms on which the solutions are deployed. 7. Uses critical thinking skills to identify and solve problems. 8. Passionate about analysing and resolving problems, and addressing technical challenges. 9. Possesses strong interpersonal skills.

1. Respond to IT support requests from end-users via phone, email, or ticketing system, ensuring prompt and courteous service. 2. Diagnose and troubleshoot basic hardware and software issues, including desktops, laptops, printers, and mobile devices. 3. Provide assistance with software installations, configurations, and updates for standard applications and operating systems. 4. Reset passwords and manage user accounts within Active Directory and other IT systems. 5. Document and track all support activities and resolutions in the IT service management system. 6. Escalate unresolved issues to Level 2 support and provide detailed information for further investigation.

1. configure and maintain network hardware, including routers, switches, and firewalls, to ensure smooth operation. 2. implement and monitor security measures to protect the network from unauthorised access and cyber threats. 3. diagnose and resolve network problems, such as connectivity issues and performance bottlenecks, to minimise downtime. 4. monitor network performance and optimise network configurations to ensure efficient and reliable operation. 5. plan and execute network upgrades and expansions to accommodate growth and new technologies. 6. collaborate with IT teams to design and implement network solutions that align with organisational goals. 7. conduct regular audits of network infrastructure to ensure compliance with security policies and regulations. 8. provide technical support and guidance to end-users on network-related issues and configurations. 9. maintain documentation of network configurations, processes, and procedures. 10. stay updated on network technologies and best practices to recommend and implement improvements.

1. install and configure operating systems and software applications on servers and workstations. 2. perform routine maintenance tasks, such as backups, patches, and updates, to ensure system reliability and security. 3. provide technical support to users, including troubleshooting hardware and software issues and resolving technical problems. 4. monitor system performance and optimise system configurations to ensure efficient and reliable operation. 5. manage and maintain virtualised environments and cloud infrastructure to support business operations. 6. implement and enforce security measures to protect systems from cyber threats and unauthorised access. 7. automate routine tasks and processes using scripting languages and configuration management tools. 8. collaborate with IT teams to design and implement infrastructure projects and system upgrades. 9. document system configurations, procedures, and troubleshooting steps for knowledge sharing. 10. stay informed about emerging technologies and best practices in systems administration.

1. Provide advanced technical support for escalated IT issues from Level 1 support, ensuring timely and effective resolution. 2. Diagnose and troubleshoot hardware and software problems, including desktops, laptops, printers, and network devices. 3. Manage and resolve incidents, ensuring proper documentation and follow-up on unresolved issues. 4. Perform system maintenance and upgrades, including installing and configuring software and hardware updates. 5. Support IT projects, such as system rollouts, migrations, and implementations, by providing technical expertise and assistance. 6. Maintain IT documentation, including system configurations, processes, and procedures. 7. Monitor IT systems and infrastructure, proactively identifying and addressing potential issues to ensure high availability and performance. 8. Collaborate with Level 3 support and other IT teams to escalate and resolve complex issues. 9. Provide training and guidance to Level 1 support staff to improve their technical skills and knowledge.