IT Support - IQ Talent Marketplace

Schedule: Office Working Hours (Work Schedule 6/1; potential remote working for senior roles one week in 5 or 6 TBD)

Location: Basra Region, Iraq (Accommodation, food, and transportation provided by the company)

Project Duration: 24-30 months

Mobilization: ASAP

Context And Environment

• Projects: Overseeing four diverse projects (CSSP, GMP, AGUP, SPP) in various stages of advancement.
• IT Structure: The role involves establishing and maintaining a robust IT infrastructure to support business operations and project deliverables by 2025.
• Interactions: Regular contact with the Company (DSI EP, OneTech, TGITS), affiliate divisions, other IT leads, and vendors.

This role is critical in ensuring that IT systems and support are effectively managed to meet the needs of the users and the company’s IT objectives in a dynamic work environment.

Job Dimensions

• Locations: Affiliate Head Office in Al-Majal Business Park (North Rumaila) and other sites.
• Support Scope: Proximity and Remote Support.
• User Base: +400 Users.

Qualifications And Experience

• Education: University degree in Computer Science, MIS, or related IT field. Equivalent work experience in customer support, server administration, IT infrastructure installation, or network administration is acceptable.
• Experience: Minimum of 2 years in customer support or IT infrastructure administration, particularly with ITIL, Office 365, Windows environment, and SCCM.
• Skills: Telecom technical skills and Cisco certifications are but not mandatory.

Main Accountabilities

• Ensure end-user devices and systems are in optimal condition to support user tasks and provide professional support.
• Collaborate with L-ECSO and L-ICSO to ensure security measures meet Company recommendations and specifications.
• Consider HSE requirements in the design, implementation, and maintenance of IT solutions to ensure zero Lost Time Incidents (LTI) in IT operations.

Activities

• User Support:
• Provide IT support services to users at the assigned site and remotely when necessary.
• Travel to other TEP Ratawi locations as needed, acting as a liaison between IT departments and field locations.
• Build and maintain good working relationships with users and IT professionals to ensure efficient IT service delivery.
• Incident and Service Management:
• Log and track all incidents and service requests using company-provided tools (ITSM).
• Resolve user issues by guiding them through a series of steps, either in person or remotely.
• Prioritize and manage multiple open cases simultaneously and escalate issues as required.
• Hardware and Software Support:
• Install, configure, and support computer hardware, operating systems, and applications, including server and PC hardware, peripherals, network equipment, and printing devices.
• Ensure compliance with international software licensing and manage hardware asset inventory.
• Assist in the rollout of new applications and external communications equipment.
• Maneuver hardware as needed for installations and repairs.
• Coordination and Reporting:
• Prepare and present written and verbal reports on IT support activities and key performance indicators (KPIs).
• Keep management and local sites informed about upcoming activities, changes, and issues.
• Collaborate with other IT groups to stay updated on enterprise-wide changes and initiatives.
• System Monitoring and Documentation:
• Monitor system performance and address hardware, software, and network issues.
• Follow technical diagrams and instructions for system repairs and setups.
• Maintain documentation and knowledge transfer for hardware installations, project files, and solutions.
• Training and Development:
• Conduct formal and informal training for end-users on applications and hardware usage.
• Continuously learn and apply new technologies and adapt to changing business requirements.

BH-MS0832

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