JOB PURPOSE

• The ICT & Database Assistant is responsible for providing first-level ICT support, maintaining ICT infrastructure, supporting business applications and databases, assisting in system administration, and ensuring efficient operation of the Scheme's ICT environment.
• The position provides an entry-level professional pathway for development of ICT professionals while supporting delivery of reliable technology services across the Scheme.

KEY DUTIES AND RESPONSIBILITIES

ICT Infrastructure Support

• Provide first-level user support for ICT hardware, software and network-related issues.
• Install, configure and maintain computer hardware and peripheral equipment.
• Assist in monitoring the performance and availability of ICT infrastructure.
• Support maintenance of network devices and connectivity infrastructure.
• Assist in troubleshooting and resolution of ICT incidents.
• Maintain ICT equipment inventory and asset registers.

Systems and Database Support

• Support administration of the ERP and other business systems.
• Assist in maintaining system user accounts and access controls.
• Support database administration activities including data validation, backups and recovery processes.
• Assist in maintaining data integrity and accuracy across systems.
• Generate routine system reports and management information.
• Support testing and implementation of system upgrades and enhancements.

Information Security and Business Continuity

• Support implementation of ICT security policies and procedures.
• Assist in monitoring compliance with ICT security requirements.
• Support execution of data backup and disaster recovery procedures.
• Assist in identifying and escalating ICT security incidents.
•  Promote user awareness on ICT security and acceptable use practices.

User Support and Training

• Respond to user support requests within agreed timelines.
• Assist in onboarding and ICT setup for new staff.
• Support user training on ICT systems and applications.
• Prepare user guides and basic ICT documentation.

Records and Documentation

• Maintain ICT records, logs and documentation.
• Assist in preparation of ICT reports and performance statistics.
• Maintain records of ICT incidents and resolutions.

Other Responsibilities

• Perform any other duties as may be assigned by the Senior ICT & Database Officer.

KEY PERFORMANCE INDICATORS

ICT Support

• Response time to user support requests.
• Resolution rate of ICT incidents.
• User satisfaction levels.

Systems Availability

• System uptime levels.
• Timeliness of system maintenance activities.

Information Security

• Compliance with ICT security procedures.
• Timeliness of backup and recovery activities.

Documentation

• Accuracy and completeness of ICT records.
• Timeliness of ICT reports.

JOB SPECIFICATIONS

Academic Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems or another closely related ICT discipline from a recognized university.

Professional Qualifications

• Relevant professional certification or demonstrated commitment towards obtaining professional certification in areas such as:
• Microsoft Technologies;
• Networking;
• Database Administration;
• Cybersecurity;
• Cloud Computing;
• IT Service Management;
• or other relevant ICT disciplines.

Experience

• A minimum of one (1) year relevant experience.

Knowledge and Competencies

Technical Competencies

• ICT support and troubleshooting.
• Database management fundamentals.
• ERP and business systems support.
• Network administration basics.
• Information security awareness.
• Hardware and software maintenance.
• Data management and reporting.

Behavioral Competencies

• Customer focus.
• Problem-solving skills.
• Attention to detail.
• Communication skills.
• Teamwork.
• Learning agility.
• Accountability.
• Integrity.
   

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