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Job Opportunity at NORPLAN Tanzania Ltd, IT Specialist – Se­nior

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NORPLAN Tanzania Ltd

Job Opportunity at NORPLAN Tanzania Ltd, IT Specialist – Se­nior

NORPLAN Tanzania Ltd (NORPLAN) is a multidisci­plinary Consultancy firm registered with Engineers Reg­istration Board as a Local Consulting Company under Registration Number LCF 092. NORPLAN is a member of Association of Consulting Engineers Tanzania (ACET) hence directly affiliated with F1D1C.NORPLAN is seeking services of an IT Specialist – Se­nior On-Site Deskside Support Technician.

General Purpose of Role:

Identifies, researches and resolves technical problems that arc difficult and complex. Provides support to end users for computer, application, system, device, access and hardware issues. Maintains, repairs, and troubleshoots desktop hard­ware and software packages. Interacts with end-users to identify current computing procedures and desktop-based LAN systems software operations and makes selection recommendations accordingly. Needs to coordinate with other teams or departments and external service providers and vendors to resolve user problems. Also responsible for customer service and end-user training.

General Level Summary:

Responsible for performing difficult and complex work assignments involving independent judgment to determine a course of action consistent with established functional and organization’s policies and goals. Ability to lead and/ or train lesser seasoned individuals and carry out perfor­mance oversight

Typical Qualifications:

Graduate and relevant experience on similar role, or an equivalent combination of education, training and experi­ence. Advanced support position, performing assignments that arc broad and complex in nature

Decision Making:

Routinely makes decisions that involve independent judg­ment to dctcnninc a course of action which is consistent with established functional policies and goals covered only by general procedures; Supervision at this level is extreme­ly infrequent and is typically necessary only to understand departmental goals and work objectives.

Supervision Received:

Under limited supervision, plans and conducts and may supervise work of self and others. Has ability to lead func­tional or project teams. May participate in cross-functional collaboration.

Supervision Authority:

Has no direct reports, but may take a lead role in project type assignments.

Communication:

Proficiently communicates ideas and concepts, persuading and influencing through participation in the preparation and delivery of proposals, presentations and reports.

Systems, Processes & Tools:

Advanced understanding of systems, processes and tools related to field. Able to assist others and troubleshoot is­sues. May be involved in the development of new systems, processes and tools.

Health & Safety:

Demonstrates full commitment to all health and safety matters and provides safety leadership to project team.

Satisfies all requirements of functional or project safe­ty compliance including, where required, project site inductions

Has participated in any required HSL training such as manual handling and heavy lifting, and other office environment and housekeeping training

Is able to present safcty/onc-way moments to other members of the team

Client support as needed (in person)

Executive level support as needed (in person)

Conference room setup & support

Hardware imaging / rcimaging & provisioning

Smart Hands activities for nctwork/scrvcr/infrastruc- turc teams on site

Interface with vendors for on site support needs (au­dio / visual, vendors specific to data center or network maintenance, etc)

In person site visits as needed to remote sites in coun­try.

HotDesk support (set up, break-fix, dccom, etc)

End of Lease processing (killdisk, packaging & re­turn)

Processing termination hardware returns

Logistics interface for eWaste / recycling

Freight logistics for hardware shipping and receiving as needed

Reprographic device support as needed

Workstation Infrastructure and End-user Environment

End-user Services Request Fulfillment Role Specifications:

Workstation Maintenance and Refresh

Provides timely feedback to end users on their IT ser­vice requests and Incidents

Resolves desktop issues with various operating sys­tems (i.c. Windows, Mac, Mobile devices)

Provides installation, configuration, maintenance, and troubleshooting support of computer hardware, soft­ware, desktop applications, printers, and computer peripherals

Monitors and responds to hardware and software problems utilizing a variety of hardware and software testing tools, techniques and technologies

Participates in development and support of business continuity planning activities

Supports and troubleshoots for video conferencing and presentation services

Provides mobile device support for iOS/Android

Able to facilitate timely routing and /escalation of IT issues and service requests to the appropriate points of contact

Provides technical support and training to end users

Maintains current knowledge of relevant technology as assigned

Participates in a variety of projects as required

Demonstrated hands-on experience with ITSM tools (Service Now)

Demonstrated hands-on experience with operating systems (Windows, Mac, and others)

Principal Duties and Responsibilities

Partners with Manager, other DSS / RDSS / Support Functions, and third line support teams, on the opera­tional aspects of associated services to meet or exceed committed service levels

Executes the operation, reporting and continuous im­provement of the services and functions required to deliver and support infrastructure services and prod­ucts to meet the needs of the business

Perfonns processes to ensure the stability, capacity and performance of associated services and functions. Addresses and adjusts services as needed to maintain or exceed service levels to business

For accountable services, partners with the IT or­ganizations responsible for ITIL service manage­ment-based processes associated with Incident, Prob­lem, Change, Availability, and Release Management

Works as part of a team that leverages agile approach­es to meet business needs at an accelerated pace

In partnership with senior operations support analysts, identifies, documents, and resolves infrastructure is­sues affecting computing service users

Under general direction, develops and implements technical solutions for issues that arc of a simple to difficult complexity

Understands the existing departmental/unit/functional processes and procedures

Understands workflow, process inputs and outputs, dependencies, etc. specific to their role

Organizes time and information in a manner condu­cive to a high level of personal productivity; able to multi-task in an environment driven by time-con­strained deliverables

Adapts to change and works effectively in a dynamic environment

Performs other duties as assigned

Mode of Application:

If you believe you meet the above qualifications please send your application to the address indicated below. The application letter should be enclosed with;

Curriculum Vitae with two referees

Copies of relevant certificates and awards

One passport size photograph attached to application letter

Apply to:

The Managing Director

NORPLAN Tanzania Limited

Consulting Engineers and Planners House Number 20, Warioba Street, Mikocheni B, Kinondoni

P.O. Box 2820

Dar es Salaam

Only Shortlisted Candidates will be contacted.

The deadline for submitting the application is 04 February 2022.

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