Job Opportunities

IT Support Analyst

Profile:

• Location: Islamabad, Pakistan
• Schedule: Part-time

ROUTINE DUTIES AND RESPONSIBILITIES

• First point of contact in all computer hardware, software and telecommunications problems and requests
• Enter and Track User Requests via a Trouble Ticket System
• Provide 24x7 helpdesk support responding to trouble tickets.
• Documents Complete Network and Telephone Infrastructure from an Overview to a Detailed Level
• Assist in acquisition, installation, configuration and making operational servers and applications.
• Install and test new software and operating systems.
• Install and test additional hardware including cards and boards when allowed by warranty.
• Coordinate Repair/Depot process with Computer Manufacturer
• Image Systems as required
• Responsible for Asset management.
• All software and hardware assets will be tracked
• Backup and restore of all servers.
• Imaging machines for classes.
• Responsible for working with each manager to agree upon SLAs
• Define and deliver metrics for each manager
• Answering questions

CORE BUSINESS AREA REQUIREMENTS:

CORPORATE:

• Ensure availability of SPS network and ISP services.
• Ensure availability and backup of all business services including the following:
• E-mail, Public and Private Web Services, Accounting, VTS, File/Print and Demo Services. Provide mean time to repair of 1 hour.
• Provide replacement hardware with imaged system within 1 day
• Provide an imaged laptop or desktop for new employees in less than 3 days.
• Provide help desk and trouble ticketing with less than 1 hour phone response.
• Identify, track and manage all SPS IT assets.
• Prepare annual IT plan and budget to achieve Service Level Objectives (SLOs). Measure and display success metrics.
• Ensure security, privacy and integrity of all SPS data including protection from viruses and spyware.

SPS TRAINING

• Provide ghost server to host course images
• Support instructors to create and test course images
• Copy and maintain instructor provided images of all SPS published courses on the ghost server
• Backup course images to protect from loss
• Copy image to classroom machines
• Network and configure classroom systems at least 1 business day but ideally 2 business days before the class
• Support on-site courses by working with the customer technical teams and ensuring successful setup and logistics
VTS
• Maintain the HPVC facilitation server to provide 24x7 scheduling
• Coordinate with VTS Technical Lead to ensure all VTS stations are functioning optimally
IDENTITY MANAGEMENT

• Maintain IBM Tivoli demo servers. Image demo servers so they can be restored quickly.
• Provision and deprovision accounts for customers use.
• Create and configure customer portal access
• Provide firewall pass through access for development servers

SKILL AND EDUCATIONAL REQUIREMENTS

Bachelor's degree; at least 2 years of experience that is directly related to the duties and responsibilities specified.

OR

Successful completion of at least 60 college-level credit hours; at least 4 years of experience that is directly related to the duties and responsibilities specified.

OR

High school diploma or GED; at least 6 years of experience that is directly related to the duties and responsibilities specified.

INTER-RELATIONSHIPS

• This job requires building and maintaining relationships within SPS management and other members of the SPS team

WORKING CONDITIONS

Most of the work will be done at SPS offices

NEEDED ATTRIBUTES

• Ability to take directions and execute instructions from Professional Service Manager and Administrative Staff.
• Strong communications skills and the ability to explain corrective procedures to non-technical users.
• Ability to diagnose, maintain, and trouble shoot Entire Infrastructure of Servers, Applications and Client systems effectively.
• Ability to test and replace component parts of computer hardware
• Other duties as assigned

SUCCESS MEASUREMENT

Timeliness of response to troubleshooting requirements as outlined in the current SPS Service Level Agreement

How to Apply:

Please email your CV or resume to pkjobs@spsnet.com you are interested.

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