Summary
Date Posted: Wednesday, February 14 2024, Base Salary: Not Disclosed

JOB DETAILS:
Job Summary
Provide day-to-day ICT Support for all systems and services across Baylor Uganda offices, and monitor, maintain and secure Baylor Uganda’s technology services and infrastructure.

Overall Responsibilities
User Support and Incident Management:
• Oversee the IT Service Desk and manage the available communication channels (phone, email, call management systems) to deliver first line ICT support services such as password resets, user accounts unlocking, and general inquiries.
• Log, track and resolve/escalate all user requests for ICT services and support.
• Talk end users through a series of actions, either face-to-face or over the phone, to help setup computer systems and resolve issues within agreed SLA time limits.
• Provide application support for all Baylor systems and applications across production, DR and other environments, and keep services running smoothly to enable user productivity.
• Identify and escalate approaching or crystallized SLA breaches regarding logged incidents and service requests.
• Analyze trends, investigate recurring incidents, evaluate and produce documented resolutions, in order to prevent future problems which ultimately impact on Baylor Uganda front-line service delivery.

Hardware and software maintenance:
• Perform onsite component replacements like RAM, hard disks, etc., and liaise with vendors for repairs of equipment that cannot be repaired locally.
• Perform mass Operating System and software installation in liaison with the ICT Manager
• Support and Monitor Printer and related equipment troubleshooting and billing.
• Conduct or Supervise ICT preventive maintenance.

ICT Security Administration:
• Work with the IT team to secure all ICT resources (both physically and logically).
• Firewall security management: Spam filtering, URL filtering, and Gateway Antivirus among others.
• Antivirus administration: central antivirus server and endpoint management
• Encryption management and application of the latest security protocols
• Biometric attendance and access control systems
• Windows update server and client update management
• Monitoring the local area network (LAN) for threats or errors and the internet for security risks
• Perform security reviews, identify gaps, and maintain a security risk management plan.
• Implement information security and privacy policies, standards and procedures to protect Baylor Uganda from internal and external threats.

Reporting and Documentation:
• Monthly report on the status of Baylor Uganda ICT systems.
• Installation and configuration documentation.
• Network Diagrams and other Architectural designs.
• Maintain up-to-date records of preventive maintenance.
• Update and keep all relevant service desk processes and procedures up to date, identifying and reporting process improvements where possible.
• Track, consolidate and share availability, incident, problem, and change reports, among others.
• Maintain an updated list of ICT inventory and equipment that need repair and disposal.
• Liaise with the ICT Manager to alert staff and other relevant stakeholders of high impact incidents through service exceptions and related reports.

Required Qualification, Experience and Competencies:
• A Bachelor’s degree in Computer Science, Information technology or related field
• At least 3 years’ experience in ICT support, telephony systems, wide and local area networks, Microsoft and/or Cisco Network Certification or other network certification.
• 3 Years Relevant Experience


Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure

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