Job Purpose

• The IT Support/Telephony Support Technician will be responsible for maintaining and optimizing AMCE’s information technology systems and networks to be functional and accessible. The role holder will provide timely responses to all troubleshooting IT issues, manage telephony systems, and ensure the smooth operation of AMCE’s technology infrastructure to support its healthcare operations.

Key Accountabilities/Responsibilities

Incident Management and Resolution

• Respond promptly to IT support requests from employees through multiple channels (e.g., email, phone calls, MS Teams, ticketing system etc.).
• Diagnose and provide initial troubleshooting and resolution for common IT issues, such as password resets, software installation, hardware failures, software malfunctions, and device configuration.
• Utilize diagnostic tools and techniques to identify the root cause of IT issues.
• Troubleshot hardware failures, software malfunctions, and network connectivity problems.
• Generate and update reports on incident trends and performance metrics regularly.

System Configuration Management

• Configure computer systems, network devices, and peripherals to meet user requirements and security standards.
• Modify user settings and permissions to ensure appropriate access and security.
• Implement security measures, such as antivirus software, firewalls, and intrusion detection systems.

System Maintenance

• Assist in routine maintenance of servers, computers, and other networked equipment.
• Support the deployment of new applications to ensure smooth integration with existing systems.
• Ensure system applications are updated regularly.

Inventory and Asset Management

• Track and maintain an inventory of AMCE’s IT equipment and tools.
• Work closely with vendors for hardware and software purchases, repairs, and replacements.
• Manage software licenses and ensure adherence to licensing agreements.

Telephony System Administration

• Manage and maintain the organization’s telephony system, including IP phones, voicemail, call routing, and intercom systems.
• Configuration and provision of new user accounts and devices for new hires.
• Troubleshoot and resolve telephony issues, such as poor call quality, dropped calls, system failures, voicemail problems, and intercom malfunctions.

Communication and Reporting

•  Communicate effectively with employees, explaining technical issues in clear and concise terms.
•  Provide regular updates on the status of service requests.
• Generate reports on IT support activities and trends.

Additional Responsibilities

• Assist employees with a wide range of IT issues, including software usage, hardware setup, and troubleshooting.
• Conduct training sessions on IT topics, such as basic computer skills, software usage, and security best practices.
• Communicate effectively with employees, explaining technical concepts in clear and concise terms.
• Offer guidance and support for common software applications (e.g., Microsoft Office, email, web browsers). ·
• Develop and maintain user documentation and knowledge base articles.
• Escalate complex issues to higher-level support teams as needed.
• Collaborate with other IT teams to resolve complex problems as needed.

Qualifications

• Bachelor’s degree in computer science, Computer Engineering, Information Technology, or a related field.
• Certifications such as CDP, CCNA, CISSP, CISM, CISA, and PMP are preferred.
• Evidence of continuing professional development.

Experience/Skills

• Minimum of 2 years’ experience in IT support.
• Experience in a healthcare or similar regulated industry will be an added advantage.
• Expertise in leveraging a wide range of IT tools and systems/applications.
• Knowledge of telephony infrastructure and troubleshooting systems.
• Knowledge of IT security protocols, best practices and data privacy regulations in the healthcare industry.
• An understanding of a wide range of software and hardware applications.
• Familiarity with basic networking concepts (TCP/IP, DNS, DHCP, VPNs).
• Proficiency in supporting and configuring Windows, Mac, and/or Linux operating systems.
• Skilled in database programming and software installation tools
• Proficiency with remote desktop support tools and ticketing systems such as ServiceNow
• Demonstrable skills in written and spoken English that are adequate to enable effective communication about IT topics with non-technical colleagues.