NORPLAN Tanzania Ltd (NORPLAN) is a multidisci­plinary Consultancy firm registered with Engineers Reg­istration Board as a Local Consulting Company under Registration Number LCF 092. NORPLAN is a mem­ber of Association of Consulting Engineers Tanzania (ACET) hence directly affiliated with FIDIC.

NORPLAN is seeking services of an IT Specialist: On- Site Deskside Support Technician.

General Purpose of Role:

Identifies, researches and resolves technical problems for computer end users. Provides support to end users for computer, application, system, device, access and hard­ware issues. Builds, maintains, repairs, and troubleshoots desktop hardware and software packages. Interacts with end-users to identify current computing procedures and desktop-based LAN systems software operations and makes selection recommendations accordingly. Needs to coordinate with other teams or departments and external service providers and vendors to resolve user problems. Also responsible for customer service and end-user train­ing. Gains exposure to some of the complex tasks within the IT job function.

General Level Summary:

Responsible for performing work assignments involving independent judgment to determine a course of action consistent with established functional and organization’s policies and goals.

Typical Qualifications:

Graduate and relevant experience on similar role, or an equivalent combination of education, training and expe­rience. Advanced support position, performing assign­ments that are broad and complex in nature. Must be fluent in written and spoken English

Decision Making:

Routinely makes decisions that involve independent judgment to determine a course of action which is con­sistent with established functional policies and goals covered only by general procedures; Supervision at this level is of moderate level and is typically necessary to ensure understanding of allocated tasks and any techni­cal assistance required, as well as to understand depart­mental goals and work objectives.

Supervision Received:

Under some supervision, plans and conducts own work. Has ability to work individually or as part of a team. May also participate in cross-functional collaboration.

Supervision Authority:

Has no direct or indirect reports, but may be assigned a role within a team or project.

Communication:

Sufficiently communicates ideas and concepts, persuad­ing and influencing through participation in the prepara­tion and delivery of proposals, presentations and reports.

Systems, Processes & Tools:

Understanding of systems, processes and tools related to field. Able to assist others and troubleshoot issues. May have input to the development of new systems, processes and tools.

Key Competencies:

Health & Safety:

• Demonstrates full commitment to all health and safety matters.
• Satisfies all requirements of functional or project safety compliance including, where required, proj­ect site inductions
• Has participated in any required HSE training such as manual handling and heavy lifting, and other of­fice environment and housekeeping training

Role Specifications:

• Client support as needed (in person)
• Executive level support as needed (in person)
• Conference room setup & support
• Hardware imaging / reimaging & provisioning
• Smart Hands activities for network/server/infra- structure teams on site
• Interface with vendors for on site support needs (au­dio / visual, vendors specific to data center or net­work maintenance, etc)
• In person site visits as needed to remote sites in country.
• HotDesk support (set up, break-fix, decom, etc)
• End of Lease processing (killdisk, packaging & re­turn)
• Processing termination hardware returns
• Logistics interface for eWaste / recycling
• Freight logistics for hardware shipping and receiv­ing as needed
• Reprographic device support as needed
• Workstation Infrastructure and End-user Environ­ment
• End-user Services Request Fulfillment
• Workstation Maintenance and Refresh
• Provides timely feedback to end users on their IT service requests and Incidents
• Resolves desktop issues with various operating sys­tems (i.e. Windows, Mac, Mobile devices)
• Provides installation, configuration, maintenance, and troubleshooting support of computer hardware, software, desktop applications, printers, and com­puter peripherals
• Monitors and responds to hardware and software problems utilizing a variety of hardware and soft­ware testing tools, techniques and technologies
• Participates in development and support of business continuity planning activities
• Supports and troubleshoots for video conferencing and presentation services
• Provides mobile device support for iOS/Android
• Able to facilitate timely routing and /escalation of IT issues and service requests to the appropriate points of contact
• Provides technical support and training to end users
• Maintains current knowledge of relevant technology as assigned
• Participates in a variety of projects as required
• Demonstrated hands-on experience with ITSM tools (Service Now)

Principal Duties and Responsibilities

• Partners with Manager, other DSS / RDSS / Support Functions, and third line support teams, on the op­erational aspects of associated services to meet or exceed committed service levels
• Executes the operation, reporting and continuous improvement of the services and functions required to deliver and support infrastructure services and products to meet the needs of the business
• Performs processes to ensure the stability, capacity and performance of associated services and func­tions. Addresses and adjusts services as needed to maintain or exceed service levels to business
• For accountable services, partners with the IT or­ganizations responsible for ITIL service manage­ment-based processes associated with Incident, Problem, Change, Availability, and Release Man­agement
• Works as part of a team that leverages agile ap­proaches to meet business needs at an accelerated pace
• In partnership with senior operations support ana­lysts, identifies, documents, and resolves infrastruc­ture issues affecting computing service users
• Under general direction, develops and implements technical solutions for issues that are of a simple to moderate complexity
• Understands the existing departmental/unit/func- tional processes and procedures
• Understands workflow, process inputs and outputs, dependencies, etc. specific to their role
• Organizes time and information in a manner con­ducive to a high level of personal productivity; able to multi-task in an environment driven by time-con- strained deliverables
• Adapts to change and works effectively in a dynam­ic environment
• Performs other duties as assigned

• Curriculum Vitae with two referees
• Copies of relevant certificates and awards
• One passport size photograph attached to applica­tion letter