Systems Support Analyst

Applications are invited from suitably qualified persons to fill the position of Systems Support Analyst at the Tourism Enhancement Fund.

Basic Salary: $3,332,803.00 

OBJECTIVES/SUMMARY OF POSITION

Reporting to the Manager, Information & Communication Technology the Systems Support Analyst is expected to provide information technology support to the organization.

JOB PURPOSE

• Examine existing software to find ways to optimize processes and operations for improved efficiency.
• Provide recommendation for  software design,  assist with finding existing software solutions.
• Manage the implementation and maintenance of a stable enterprise class network and relational database management system with relevant network-based applications/systems that meet changing organization needs
• Provides daily system, administrative, and operational support

KEY OUTPUTS

• Systems backup and maintenance carried
• Security vetting maintained
• User requirement evaluated and recommendations made
• Website updated/ maintained
• Training delivered
• Reports Produced

KEY RESPONSIBILITY AREAS

Technical Responsibilities

• Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes
• Daily review of system, application and security logs
• Administer, verify, and restore from backups
• Ensure business continuity during server related problems
• Ensure secure operation of all servers and services with the use of security tools such as Endpoint protections, Firewalls, Encryption, etc.
• Maintain data center environmental and monitoring equipment
• Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project / operational requirements
• Create, change, and delete user accounts per request
• Provide Tier II&III support to the Helpdesk team to resolve issues, and if necessary escalate issues to Manager ICT
• Maintain configuration and procedural documentation of systems, processes, changes and issues
• Install and support LANs, WANs, Internet, and intranet systems.
• Evaluate and modify system's performance across LAN, WAN, SAN and Hyper-V networks.
• Examine current system and procedures and  design information system solutions;
• Facilitate the collaboration of information technology and business understanding the needs and limitation of both;
• Identity potential system risk;
• Undertakes system management
• Provides data quality assurance
• Configures system to meet client objectives
• Undertakes data analytics
• Manages support desk tickets, and maintaining Service Level Agreements
• Serves as a technical resource for user documentation
• Recommend and assists with the development of technical specifications for sourcing proposed hardware/software

Maintenance

• Facilitates the design and maintenance/updating of TEF’s website in accordance with established timeline and security standards;
• Completes backup/maintenance of Information Systems in accordance with established protocols and within agreed time line;
• Reports technical security breaches in a timely manner and according to security protocols;
• Effects trouble –shooting activities in accordance with standard operating procedures to assist users/staff;
• After the requisite authorization, oversee the allowance and/or restriction of access to the TEF’s system.
• Coordinate the implementation of  security change requests
• Provide technical assistance to users
• Manage the I.T infrastructure to preserve the integrity of back-office processes.

Administrative

• Assist with the planning and delivery of training programmes
• Assist in the establishment and maintenance of disaster preparedness recovery plans/activities of hardware
• Develops and maintains databases, generate reports
• Evaluate system requirements and recommend purchase, development and modifications
• Assist with the development of user manual and IT policy

PERFORMANCE STANDARDS

• Professional and courteous services
• Timely resolution of issues
• Effective documentation of information
• Routine systems maintenance performed

AUTHORITY

• Bar unauthorized access the TEF’s information system
• Make recommendations for system design, hardware/software specification selection
• Provide accurate information to users/staff
• Make suggestions for improvement

UNUSUAL REQUIREMENTS/WORKING CONDITIONS

• Work beyond normal work hours, on  occasion
• Week-end assignments, on occasion
• Travel assignments outside of the corporate area, as necessary

MINIMUM EDUCATIONAL REQUIREMENTS AND EXPERIENCE

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience) and two – three (2-3) years relevant experience
• Proven experience in IT infrastructure administration, patch management, server management, and storage management.
• Working knowledge of networking principles, security best practices, and hardware/software upgrades.
• Working knowledge of virtualization, VMWare, or equivalent
• Working knowledge of systems and networking software, hardware, and networking protocols
• Experience with scripting and automation tools will be an asset
• Familiarity with asset management tools and IT service management concepts.
• Relevant certifications such as CompTIA A+, CompTIA Network+, or ITIL are advantageous.

KNOWLEDGE, SKILLS AND COMPETENCIES

• Excellent trouble shooting skills
• Good report writing skills
• Good interpersonal skills and
• Ability to work under pressure
• Communication skills with ability to listen effectively, respond appropriately and maintain mutual comfort level with other employees and clients

Applications accompanied by résumé stating the position in the subject line should be submitted no later than November 13,  2024 to:

Manager, Human Resource & Administration

Tourism Enhancement Fund

60 Knutsford Boulevard

Kingston 5

We thank all applicants however, only shortlisted candidates will be contacted.