barrick - Porgera, Enga, Papua New Guinea | 2024-09-24 06:03:45

Reporting to the Superintendent IT & Communications, the primary focus of this role includes receiving, prioritising, documenting, and actively resolving end user IT help requests. Problem resolution will involve the use of diagnostic software and hardware tools. The individual is to give in-person, hands-on help at the desktop level. The focus of this role is to ensure IT infrastructure, and related systems maintain high availability so that end users can accomplish business tasks.

The ideal candidate must have:

• Tertiary qualification in Computer Science or Engineering
• 5+ years’ experience supporting desktop users in a complex environment
• Experience Administrator working with a Microsoft domain environment
• Extensive knowledge of Microsoft Windows 7/10/11
• Experience in a Microsoft Exchange environment
• Familiarity with network management tools and able to support DNS and TCP/IP networking
• Strong knowledge of popular Microsoft software programs, including Microsoft Office, Adobe Acrobat, Internet browsers, and other
• Hands-on hardware and software troubleshooting experience
• Experience with using helpdesk ticketing systems
• Experience with using enterprise level backup solutions
• Familiarity with VMware and associated storage array architecture
• Excellent interpersonal skills with the ability to communicate at all levels (technical and non-technical) in both verbal and written communications 
• Excellent decision-making capabilities
• Well-developed problem solving and organisational skills, as well as attention to detail

Key Responsibilities:

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner
• Provide first and second level IT support for all computing, including hardware and software maintenance 
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Build rapport and elicit problem details from service desk customers
• Prioritise and schedule problems. Escalate problems in a timely manner to the appropriately experienced technicians
• Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Apply diagnostic utilities to aid in troubleshooting
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Identify and learn appropriate software and hardware used and supported by the organisation
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
• Install and maintain the Standard Operating Environment (SOE)
• Test fixes to ensure problem has been adequately resolved
• Perform post-resolution follow-ups to help requests
• Evaluate documented resolutions and analyze trends for ways to prevent future problems
• Develop help sheets and frequently asked questions lists for end users
• Provide support for telephony, cabling and data communications
• Raise purchase requisitions as required for IT related purchases
• Develop and maintain systems documentation
• Maintain backups
• Adhere to change management procedures and processes
• Ensure IT policies and procedures are adhered to by end users
• Ensure corporate standards are implemented and maintained
• Train and mentor junior departmental personnel as necessary
• Maintain safe work practices
• Demonstrate ability to lead and improve safety awareness on site
• Maintain a high level of health and safety awareness and comply with the NPL Occupational Health & Safety Policy, all health and safety rules and procedures

Mobilization Requirement 

• Open to PNG National citizens only 
• Rotation is FIFO, 21 days on and 14 days off
• Must have a Police Clearance Certificate (acquired within the last 6 months) 

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