Infrastructure Support Specialist

Job Details

ABSA Bank Uganda is hiring an Infrastructure Support Specialist based in Kampala to support all operations involved in Desktop and Print Services (including DR) as well as the ATM estate and voice solutions, and to support provision of access to core/non-core applications for desktop users. The role is full-time in the Banking/ICT industry.

Key Duties and Responsibilities

• Install, upgrade, configure and troubleshoot desktop operating systems as required by dependent services
• Install, upgrade, configure and troubleshoot desktop applications e.g. Microsoft Office and other specialist applications
• Install, upgrade, configure, back up and troubleshoot Microsoft Exchange, PGP, file and print, Flexcube, Symantec antivirus and other such services
• Install, upgrade, configure and troubleshoot desktop resources e.g. phones, printers, scanners, faxes, Card and PIN systems
• Monitor resource utilization and performance of servers and resources and plan/execute preventive or corrective actions
• Ensure all PCs are protected with up-to-date antivirus definitions
• Monitor incidence, trends, status and speed of resolution of enquiries and problems and proactively devise improvements
• Ensure all ATMs are operating effectively to provide highest level of ATM availability and performance
• Adhere to change management procedures when installing or upgrading software
• Provide second line support for end user hardware and ATMs, reviewing and advising on parameter settings
• Ensure information security guidelines are implemented as prescribed by group information security
• Conduct UAT and OAT of end user installations and support various projects at different stages
• Manage migration related activities and supervise maintenance of End User hardware
• Ensure proper testing for all End User and ATM related changes: work with Release Analysts, review releases, compile testing deliverables, conduct installation procedure tests, participate in functional, performance and integration testing, coordinate user acceptance and back-out testing, review documentation and communicate results
• Build relationship with country IT Risk and Governance team and contribute to improved governance, risk management, controls and compliance
• Drive own Performance Development, identify training needs via skills matrix, and undertake necessary training including accreditation

Qualifications, Skills and Requirements

• Further Education and Training Certificate (FETC) in Business, Commerce and Management Studies (Required)
• At least 3+ years experience in developing, implementing/integrating a standard desktop build in a sizeable organisation with global footprint (30,000+ employees) across multiple hardware and software platforms
• Exposure to the Banking/ICT Industry
• Thorough understanding of technology strategic issues in banking or financial services sector
• ITIL V2/V3 experience; ITIL certification and relevant IT certification are preferred
• Technical understanding of IT systems, Applications and Networks
• Thin/Slim client technologies, Desktop hardware and associated peripherals
• Ability to communicate effectively with business analysts, project leadership, architects and developers
• Collaborative team player with critical thinking, credibility and confidence across project teams
• Proven track record in similar environment