IST Local Operations and Support Officer SeaOwl Uganda

Based in Kampala + missions in country in Uganda and abroad.
Transverse service requiring good coordination and communication with EACOP end-users. Therefore, good relational qualities are required.
Works in coordination with EACOP IST, and Corporate and Project business teams across Uganda, Tanzania and UK.

ACTIVITIES
• Responsible for users’s IST resources operations and support from enrolment to demobilization: end-users equipment, Microsoft 365 account, software and application management and mobile subscription.
• Record and track user requests for assistance relating to equipment and applications.
• Translate and formulate user requests or needs into solutions or feasibility studies and interventions
• Responsible for network and security infrastructure 1st level operations and maintenance
• Operational management of local Service Contracts: Internet Service Provider, mobile communications, technical room commodities – power, A/C, access control, CCTV, fire detection and extinction, etc.
• Plan, prepare and test the installations and configurations of equipment (workstations, phones, videoconference), systems, networks and applications.
• Plan and coordinate work and/or interventions (maintenance, upgrade, installation of equipement, tools, systems, etc.).
• Test system updates or corrections (including non-regression) before going into production
• Analyze, use data from IST tools or business applications/software and perform technical QA/QC.
• Intervene following a request for assistance in the office or remotely.
• Maintain the IST inventory (hardware, software, systems component, …) and update the IST service management tool (incidents/problem – CMDB – change management).
• Diagnose and resolve 1st and 2nd level malfunctions, breakdowns, network incidents, defective materials, equipment, applications and virus incidents.
• Escalate to 3rd level support teams or contracts and provides local proximity support.
• Installation of applications
• Meeting rooms technical support.
• Install and use support tools for IST systems supervision
• Inform users about security issues (backup, virus, data confidentiality …)
• Apply and enforce the rules related to data protection and cybersecurity
• Perform monitoring and analysis of the data, issue reports on daily, weekly, monthly, or annual basis according to the needs.
• Train and advise users in his/her area of expertise

H3SE ROLES AND RESPONSIBILITIES
The service holder shall demonstrate a continuous commitment to EACOP H3SE standards at all times.

CONTEXT AND ENVIRONMENT
The objective is the support of IST solutions and services for all EACOP activities: Corporate, Project and Operations.
Support deployment and adoption to the users, combined with ramp-up of users with EACOP Project and Operations mobilization.

ACCOUNTABILITIES
The Local Operations and Support is accountable for the overall good quality of services provided to EACOP end-users.

QUALIFICATIONS & EXPERIENCE REQUIRED
Qualifications:
• Master knowledge and practice of corporate applications administration and Microsoft 365
• Proficiency in the usage of computers, software and applications, Cloud-based solutions and services, IST management and monitoring tools.
• Ability to organize and manage priorities, rigorous.

General Team Spirit:
• Creative, strength of proposal for performance improvement, good contact, sense of communication.

Experience:
• 3 to 8 years experience in its technical specialty (IST support, workstations, infrastructure, security, applications)