IT Support Officer

KEY ACCOUNTABILITIES

• Local Office IT Support:
  • Provide timely and effective IT support to local staff for hardware, software, and network issues.
  • Respond to IT service requests and resolve issues related to computers, printers, phones, network connectivity, and other office equipment.
  • Perform routine maintenance and updates on workstations, servers, and networking equipment to ensure optimal performance.
• Oracle Fusion ERP System Management:
  • Act as the local point of contact for all Oracle Fusion ERP-related queries and issues.
  • Ensure smooth day-to-day usage of the Oracle Fusion ERP system, including troubleshooting errors and escalating issues to central IT teams as needed.
  • Assist staff with Oracle Fusion ERP system functionalities, training, and workflow optimization.
  • Collaborate with the Head Office IT team to ensure integration and efficient data flow between local and central systems.
• Network and Hardware Management:
  • Monitor and maintain local network infrastructure, ensuring connectivity and security across all devices.
  • Install, configure, and troubleshoot hardware and software components as needed.
  • Ensure backup procedures are in place for local systems and that recovery processes are efficient.
• Collaboration with HO IT Team:
  • Work closely with the Head Office IT team to maintain consistency in IT policies, procedures, and infrastructure.
  • Assist in the deployment of new software and hardware across the local office, ensuring smooth installation and user training.
  • Adherence to these standards will be audited in accordance with set performance measurement procedures by the World Crane Services FZE management team.
• Documentation and Reporting:
  • Keep records of all IT support activities, including issue resolutions, software installations, and equipment maintenance.
  • Inform management of analysis on cause/effect of recurring problems
  • Generate monthly and IT reports, highlighting recurring issues, system performance, and inventory levels for management.
• IT Inventory and Procurement:
  • Assist with managing IT hardware and software inventories, ensuring timely procurement and replacements as needed.
  • Liaise with vendors for product specifications, purchases, and warranty claims.
• User Training and Support:
  • Conduct training sessions for local office staff on proper use of IT resources, the Oracle Fusion ERP system, and best practices for data security.
  • Provide one-on-one assistance to users who encounter technical difficulties.

QUALIFICATIONS, EXPERIENCE AND SKILLS

• Bachelor’s degree in information technology, Computer Science, or a related field.
• 3+ years of experience in IT support, with a focus on hardware, software, and networking.
• Experience with Oracle Fusion ERP platform is essential; prior hands-on experience in supporting and troubleshooting Oracle Fusion modules is highly desirable.
• Previous experience working in a team-oriented environment and collaborating with central IT teams is a plus.
• Strong knowledge of computer hardware, operating systems, and software applications.
• Familiarity with network administration, including routers, switches, and firewalls.
• Expertise in Oracle Fusion ERP: Understanding of various Oracle Fusion modules (such as Finance, Contract, CPQ, Project, HR, SCM) and the ability to troubleshoot related issues.
• Excellent problem-solving skills and the ability to prioritize and manage multiple issues simultaneously.
• Customer Service: Ability to respond to staff needs with a focus on providing clear and prompt solutions.
• Attention to Detail: Precise and thorough approach to troubleshooting and managing IT systems.
• Time Management: Capable of managing multiple tasks and deadlines while maintaining a high level of service quality.
• Teamwork & Collaboration: Working effectively with both local and HO IT teams.
• Strong communication skills and the ability to explain technical concepts to non-technical staff.
• ITIL, Microsoft Certified Systems Administrator (MCSA), Oracle certifications, or similar certifications.
• Network+ or similar networking certification is a plus.