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To establish the present level of customer satisfaction with regards to EFL’s Customer Services, EFL is conducting a customer satisfaction survey. Your views are important to us to make us improve our Customer Services and bring it to yet another level. It should not take you more than five minutes to answer the questions outlined below. As an appreciation of your commitment in answering these questions, EFL will give you a chance to go into the draw to win cash.

IT TECHNICIAN (CENTRAL)

1 April 2021

The position will be based at the Energy Fiji Limited’s Head Office(Suva) and will report to the Unit Leader IT Systems.

Key Objective: Primary responsible for the daily maintenance of IT systems associated equipment.

Key Responsibilities:

  • Act as the first point of contact for internal customers to troubleshoot and resolve Level 1 and Level 2 technical faults;
  • Provide professional technical phone and remote software, hardware and PC support;
  • Record, resolve and support all issues in the Helpdesk ticketing system;
  • Assist in the administration and technical support of the Local Area Network (LAN) and Wide Area Network (WAN) environments;
  • Take ownership of delivering support to issues from end to end, prioritizing and escalating when required;
  • Supporting office based infrastructure (Windows Server, Microsoft Exchange, SQL) server using troubleshooting tools and techniques to diagnose and implement control actions as necessary to ensure network availability;
  • Provide an excellent level of customer service to internal customers, by providing them with appropriate support response and friendly communication in keeping within agreed SLA agreements;
  • Testing, implementing, monitoring and tuning IT systems to ensure optimum performance and highlight potential issues;
  • Developing technical documentation and reporting as required to prevent future occurrences and to support operational staff;
  • Providing after hours’ assistance and support, also part of a weekly rotating on-call roster;
  • Predominantly supporting latest versions of Windows Server, Active Directory and Exchange distributions, you'll work on installation and configuration of servers, PC's, and other IT equipment;
  • Schedule and coordinate with Information Security & DR Officer. Team leads for more complex external technical support resolutions where problems cannot be solved by you or be resolved in house;
  • Manage and maintain internal systems with guidance from Team Leader;
  • Compile all Helpdesk related reports and present them to Team Leader Systems Administration on a daily, weekly and monthly basis;
  • Ensure compliance to all IT and HSE policies.

Key Requirements:

  • Diploma in IT/IS/Computer Science or relevant field with minimum of 3 years of work experience in a similar role/environment;
  • IT certifications in relevant fields preferred (CCNA, MCSE, MCTIP);
  • Ability to contribute and work effectively as part of a team and work autonomously where required;
  • Possess a cheerful and friendly disposition that is maintained under pressure;
  • Excellent problem solving skills;
  • Excellent Report writing and Documentation Skills;
  • Experienced and disciplined desktop support specialist, familiar with complex LAN/WAN, Windows based corporate desktop environments;
  • Strong support ethic and a thorough approach to problem and incident management, including a track record of detailed and accurate documentation of calls.

 

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