Submission Deadline
The incumbent is required to provide a variety of user support functions including computer hardware, software and peripheral support, audio/visual equipment and telephone support for the AI Centres of the Ministry of Public Administration and Artificial Intelligence.
Key and Critical Responsibilities
- Provide IT technical support for AI Centres.
- Visit multiple AI Centres across the island to deliver on-site support.
- Work with the Service Desk to resolve issues logged by end users within established service level agreements (SLAs).
- Provide second-level support for hardware and software issues via telephone and remote access.
- Escalate ongoing service interruptions when necessary.
- Troubleshoot, test, and resolve hardware and application software issues.
- Collaborate with infrastructure and application teams to resolve issues quickly with minimal disruption to business operations.
- Investigate and resolve root causes to prevent recurring issues.
- Stage and configure infrastructure for new sites.
- Contribute to the development of additional service level requirements for field support.
- Document technical issues, events leading to problems, and resolution steps.
- Coordinate with third-party vendors, POS hardware repair teams, and the Service Desk to ensure systems remain operational within agreed SLAs.
- Continuously develop knowledge of local site systems and infrastructure.
- Maintain accurate and up-to-date documentation for site systems and infrastructure.
- Perform other related duties as assigned.