Technical Assistance Center (TAC) Officer

Job Description

JOB GRADE: C1

REPORTS TO: Senior Manager IT Services

DEPARTMENT: Technology and Enterprise Solutions

DUTY STATION: Head Office

Job Purpose:
To serve as the organisation’s first line of ICT support, ensuring the seamless operation of network, system infrastructure, application services, and manage application access.

Duties and Responsibilities:

• Network & System Monitoring: Continuously monitor network and system infrastructure to detect and address anomalies, ensuring uninterrupted service delivery.
• Customer Channels Service Monitoring: Oversee service channels, such as the NSSFGo app and web portal, to promptly identify and address issues affecting external customers, including OTP and performance problems.
• Application Services Monitoring: Monitor all critical application services across the organization, identifying warning and critical alerts, and escalate them to specialized teams for timely resolution.
• Access Management: Manage user access to core applications (e.g., PAS, CRM, JDE, Smartlife), including assignment and revocation of permissions, in line with the approved access procedures to ensure security and compliance.
• Asset Management: Oversee the issuance, auditing, and return of electronic assets. Manage hardware loan requests and ensure all assets are properly tracked and accounted for, minimizing losses and ensuring availability.
• Issue Resolution: Act as the first point of contact for IT-related issues, providing initial diagnosis and resolution. Escalate unresolved issues to higher-level support or specialists, ensuring timely and effective solutions.
• Ticket Management: Manage and prioritize incoming support requests through the ticketing system, ensuring timely and accurate updates on the status of each issue until resolution.
• Troubleshooting: Perform troubleshooting for common IT issues, including software issues, password resets, printer issues, and connectivity problems. Escalate unresolved issues to second or third-line support as needed.
• Customer Support & Engagement: Serve as a relationship manager for designated branches, ensuring prompt follow-up on long-standing issues. Collaborate with IT champions within the branches to foster a proactive and customer-centric support environment

Academic and Professional Qualifications:

• A bachelor’s degree in computer science, software engineering or Information Technology related field.
• Any relevant IT certification to this role, such as CompTIA A+, CompTIA Network+, ITIL, or any other relevant certification in IT infrastructure or IT security, will be an added advantage.

Work Experience:

• A minimum of 1 year in IT operations, NOC/SOC roles, or similar, with experience in network and system monitoring, access management, and first-line IT support.
• Hands-on experience with monitoring and access management tools like PAM, security tools like SIEM systems, and ITSM platforms.

Key Competencies:

• Ability to diagnose, troubleshoot and resolve technical issues.
• Excellent understanding of Windows server infrastructure.
• Good understanding of computer hardware and software.
• Ability to adapt to the new technologies implemented by the company.
• Strong communication & end-user interaction skills.
• Good written and oral skills
• Customer care skills
• A strong understanding of end-user IT systems.
• Good organizational skills
• An appreciation of the importance of standards and documentation ·
• Ability to plan work and use available time effectively
• Self-motivated and desire to get the job done
• Ability to relate to technical and non-technical staff
• Attention to detail
• Ability to work with limited supervision
• Ability to work in a team environment

Interested individuals should click https://forms.office.com/e/WMecxY3PsN to fill out the application form and also send copies of their application letter, curriculum vitae and academic qualifications as one pdf document, addressed to the Chief People and Culture Officer to recruitment@nssfug.org by Friday, 20 December 2024.

Women are encouraged to apply.