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IT Support Specialist

MyPass Global

MyPass Global

IT, Customer Service
Cebu City, Cebu, Philippines
Posted on Wednesday, June 26, 2024
MyPass Global is on a mission to empower safe, agile & connected communities.
Our workforce onboarding and compliance management software is centred around a digital Skills Passport, designed to help organisations reduce their risk and cost of operations. Our vision is to become the trusted industry ‘source of truth’ for organisations and people. We don't limit ourselves to a single sector or location; rather, we strive to establish a global standard.
Our company values set the standard for the behaviours and mindset we expect from every “MyPasser”. Our values include:
We connect and empower people to build a safer future. We strive to create a positive and enduring impact, no matter how small.
We pursue innovation by practising curiosity and always asking ‘why’. We challenge assumptions by seeking opportunities for growth and improvement.
We treat our customers, employees and partners as equals. We foster meaningful relationships through trust, compassion and respect.
We are accountable for our goals, actions and collective vision. We work with integrity and are true to our word, fostering a culture of open communication.
Position Purpose Statement
The key purpose of this role is the efficient operation, maintenance, and security of MyPass’ computer systems, networks and related hardware and software. This role involves providing technical support to end-users, ensuring system reliability, and implementing and monitoring information technology security policies and procedures.

Key Responsibilities

  • System Administration
  • Install, configure and maintain company-owned workstations, laptops and networking equipment.
  • Install and configure approved BYOD policies for non-company devices.
  • Monitor company owned hardware performance and ensure optimal operation.
  • Perform regular hardware system updates and patches.
  • User Support and Management
  • Handle incoming support requests, troubleshoot issues, and provide resolutions or escalate as necessary, within SLA
  • Resolve end-user device issues, including computers, laptops, and mobile devices, within SLA timeframes for improved service delivery and customer satisfaction.
  • Develop and implement standardised role access and rights requirements for each operating system defined by ‘need-to-know’ principles.
  • Conduct regular desktop audits for the detection of unauthorised data stored on local drives and uncontrolled cloud-storage drives.
  • Provide technical assistance to end-users, resolving hardware and software issues for company owned devices and BYOD.
  • Assist with software approval, installations, updates and troubleshooting. Train employees on IT-related procedures and best practices.
  • Network Management
  • Manage and maintain the Cebu team’s local area network.
  • Ensure network security and implement firewalls, VPNs and other security measures.
  • Troubleshoot network connectivity issues.
  • Security Management
  • Maintain user access controls ensuring appropriate levels of permissions are granted, revoked and maintained within defined timelines.
  • Monitor and respond to security threats and incidents including investigation, escalation, remediation and close-out.
  • Develop, implement and enforce IT security policies and procedures.
  • Update and maintain antivirus and anti-malware solutions.
  • Hardware and software procurement
  • Evaluate and recommend IT hardware and software purchases.
  • Manage software licences and ensure compliance.
  • Maintaining an accurate asset register for all IT assets, including both physical and software assets , ensuring the asset is updated within 24 hours of any changes.
  • Conduct quarterly audits of the register to ensure accuracy and completeness.
  • Documentation and Reporting
  • Maintain detailed documentation of system configuration, procedures, and user guides.
  • Develop standard operating procedures relating to operational system configuration and security , as required.
  • Develop and schedule regular software usage reports for internal dissemination including security alerts, usage and licence status, drive volume, etc.
  • Document and report desktop audit findings to the Information and Compliance Manager.
  • Schedule reviews of security alert reports and rules with Head of Security, Information and Compliance Manager and Operations Systems Lead to ensure parameters, priority levels and assignees are adequate.
  • Vendor Management
  • Liaise with external vendors for IT-related services and support.
  • IT policy and compliance
  • Enforce IT policies and standards to ensure compliance with ISO 27001 requirements.
  • Keep abreast of industry best practices and emerging technologies.

Key Requirements

  • Bachelor's degree in Information Technology, or related field.
  • Minimum of 3 years of experience in IT support and system administration, preferably in a medium to large-scale enterprise environment.
  • Technical Skills:
  • System Administration: Proven experience in installing, configuring, and maintaining workstations, laptops, and networking equipment.
  • Hardware and Software Management: Proficiency in monitoring hardware performance, performing system updates, and applying patches.
  • Asset Management: Experience in the asset management of devices, including inventory control, distribution, secure data cleansing, and life-cycle management.
  • User Support: Strong troubleshooting skills for resolving end-user device issues (computers, laptops, mobile devices) and providing technical assistance.
  • Network Management: Experience in managing local area networks, ensuring network security, and troubleshooting connectivity issues.
  • Security Management: Knowledge of user access controls, IT security policies, and responding to security threats and incidents.
  • Procurement: Ability to evaluate and recommend IT hardware and software purchases.
  • Documentation: Skilled in maintaining detailed documentation of system configurations, procedures, and user guides.
  • Cloud Management: Experience in cloud services, security and automation.
  • Behavioural Skills:
  • Collaboration: Strong interpersonal skills to effectively collaborate with team members, vendors, and other stakeholders.
  • Problem-Solving: Analytical thinking to troubleshoot and resolve complex technical issues.
  • Adaptability: Ability to stay up to date with industry best practices and emerging technologies.
  • Customer Service: Commitment to providing high-quality IT support and improving customer satisfaction.
  • Compliance and Best Practices:
  • IT Policy Enforcement: Experience in enforcing IT policies and standards to ensure compliance with ISO 27001 requirements.
  • Vendor Management: Proven ability to liaise with external vendors for IT-related services and support.

Key Accountabilities

  • Task -% of time
  • System Administration -15%
  • User Support & Management - 35%
  • Security Management -15%
  • Network management -15%
  • Documentation & reporting - 10%
  • Hardware & Software + Vendor management - 5%
  • IT policy & Compliance - 5%

Measures of Success

  • IT procedures and policies are consistently reviewed and republished aligned to deadlines;
  • Security alerts are acted on appropriately and within SLA
  • Appropriate access controls are set on all roles
  • Users are on-boarded and off-boarded within SLA
  • Asset register is updated within 24 hours of any changes.
  • Assessment framework comprises two key aspects: Lead Measurement, which constitutes 70% of the evaluation and encompasses SAT Scores, SLA, Accuracy, and Reliability;
  • Qualitative Measurement, also weighted at 30%, which evaluates alignment with Mypass Global Values. List measures (e.g. 80% of assigned tickets completed Jira)

Development Objectives

  • 0-3 Months
  • User Support Familiarisation: Understand the support ticketing system and basic troubleshooting techniques.
  • Technical Skills Enhancement: Attend online courses to enhance skills in system administration and hardware/software administration.
  • Network Understanding: Learn about the company's local area network setup and security measures.
  • Documentation Practice: Begin documenting routine tasks and system configurations.
  • 3-6 Months
  • Hands-On Experience: Take on more responsibility in system administration tasks, such as configuring workstations and performing system updates.
  • User Support Autonomy: Handle user support requests independently, applying troubleshooting skills and providing technical assistance effectively.
  • Network Management Progression: Begin actively managing local area networks, troubleshooting connectivity issues, and implementing basic security measures.
  • 6 – 12 Months
  • Advanced Technical Skills: Dive deeper into security policies, gaining expertise in user access controls and responding to security threats.
  • Procurement and Asset Management: Responsible for evaluating IT hardware/software purchases and monitoring of software licences efficiency.
  • Enhanced Collaboration: Actively collaborate with stakeholders & vendors to optimise IT support services and maintain compliance with IT policies.
  • Continuous Learning: Remain up to date with industry best practices and emerging technologies, adapting to evolving IT landscapes effectively.
Information Security Accountabilities
- Determine and allocate the resources required to maintain and continuously improve the ISMS
- Ensure information Security requirements are communicated and understood across all levels of the business
- Ensure business activities support the security of information
- Promote the continuous improvement of information security
- Ensure changes to the ISMS are effectively communicated to the business and stakeholders
Senior Leaders:
- Ensure direct reports receive instructions that adequately describe the responsibilities for information security related to their job role
- Ensure direct reports receive training to maintain appropriate information security skills and knowledge required for their job role
- Ensure direct reports demonstrate the information security skills and knowledge required for their job role
- Ensure induction and training focus on the most relevant information security aspects for each job role
- Understand own contribution to the effectiveness of the ISMS
- Understand own responsibilities within the ISMS (e.g. Acceptable of Use Assets Policy, Information Security Policy)
- Understand the consequences of non-compliance with the requirements of the ISMS
- Understand information security guidelines related to own job role