GRADE 9 SENIOR RSEARCH TECHNICIAN - SERVICE DESK

Campus I.T. Services


Deadline Date: Tuesday, July 23, 2024

Applications are invited for the post of Senior Research Technician (Grade 9) - Service Desk in the Campus Information Technology Services.

 

Duties of the Post include:

1. Checking Service Desk queue for requests on Service desk administration, server and server resource issues; prioritizing and responding to Service Desk requests as appropriate.

 

2. Serving as a point of contact for server and Service Desk system performance issues; providing timely response to those matters.

 

3. Performing file system configuration and management; defining and performing server backups as well as  recovery procedures.

 

4. Performing and testing routine system backups and restores.

 

5. Planning and implementing application and server software upgrades, maintenance fixes and vendor-supplied patches.

 

6. Recommending, scheduling and performing hardware improvements, upgrades and reconfigurations.

 

7. Providing web administration support by maintaining Service Desk web server functions and ensuring the health of the Service Desk web server application.

 

8. Managing all operating systems and application software for the Service Desk servers.

 

9. Monitoring and testing performance and providing performance statistics and reports.

 

10. Integrating the Service Desk with the  enterprise’s directory services.

 

11. Creating shell scripts as required.

 

12. Ensuring the integrity and security of enterprise data on host computers, databases, as well as during data transfer in accordance with business needs and industry best-practices regarding privacy, security, and regulatory compliance.

 

13. Managing end user accounts, permissions, access rights, and storage allocations in accordance with best-practices regarding privacy, security, and regulatory compliance.

 

14. Performing security audits and reviews of the Service Desk server environment.

 

15. Monitoring servers to identify, troubleshoot and resolve hardware and software incidents.

 

16. Conducting research on emerging products, services, protocols and standards in support of systems software procurement and development efforts; developing and maintaining training materials and server documentation.

 

17.  Developing, documenting and maintaining policies, procedures, and associated training plans for system administration and appropriate use.

 

18. Participating in negotiations with vendors, outsourcers, and contractors to secure software products and services.

 

19. Recommending and once approved executing modifications to server environment in order to improve efficiency, reliability, and performance.

 

20. Communicating and and collaborating with UWI staff, vendor suppliers and external partners to resolve issues which impact the Service Desk.

 

21. Performing any other related duties as may be assigned by the Manager – Service Delivery and Head of Department.

 

KNOWLEDGE, SKILLS AND ABILITIES

Applicants should be familiar with the University’s mission, structure, policies and procedures. Applicants should be able to support enterprise applications and administer enterprise servers. Applicants must also have sound skills in conducting research and trouble-shooting enterprise server and application issues as well as a working knowledge of a range of server diagnostic utilities. Candidates should be able to establish and maintain effective working relationships with co-workers and various stakeholders. Applicants must be proficient in the use of Microsoft Office Suite and willing to work flexible hours, including weekends/public holidays when required.

 

COMPETENCIES

Client Focus                                        

Decision Making                     

Teamwork

Using Information Technology             

Attention to Detail                   

Concern for Safety      

Work Ethics and Values                        

Initiative                                 

Writing Skills  

Interactive Communication                  

Analytical Thinking                 

Problem Solving

Continuous Learning                           

Planning and Organizing                                              

 

QUALIFICATIONS:

Essential:

An approved Bachelors degree in Management Information Systems, Information Systems, Computing, Computer Science, Information Technology, Electrical Engineering or Computer Engineering; its equivalent or higher standard of education from a registered/accredited institution.

Preferred:

Approved Certifications in server support or administration such as Microsoft Certified Solutions Expert (MCSE), Microsoft Certified Solutions Associate (MCSA) and CompTIA Server+;  approved Certification or training in IT Services Management specifically ITIL or ISO/IES 20000; its equivalent from a registered/accredited institution will be considered an asset.

 

EXPERIENCE:

Essential:

At least three (3) years’ of work experience in Enterprise Application Support and/or Server Administration.

 

Salary will be fixed in accordance with Grade 9 ($10 155.00 x 312 - $13 899.00) of the salary scale.

 

Please follow the instructions for completing the online application very carefully.  The application must be completed in its entirety since all of the information will be used in the screening process. Failure to complete the online application form as required will prevent your application from being processed.

You are required to electronically attach/ upload resumes, curricula vitae, two written references and other supporting documentation including birth certificates and awarded degree certificates to the application.

Please use the link below for the Online Job Application Process.

Internal:          Click here to apply

External:          Click here to apply

 

If staff members require assistance in applying for this position, kindly send an email to Ms Kandice Elliott at kandice.elliott@sta.uwi.edu or Ms Peneisa Baptiste at peneisa.baptiste@sta.uwi.edu.

The Human Resources Division would like to thank all applicants for their interest. Please note that only shortlisted candidates will be acknowledged or contacted.

 

Ref: 992084