Technical Assistance Center (TAC) Officer

To serve as the organisation’s first line of ICT support, ensuring the seamless operation of network, system infrastructure, application services, and manage application access.

Requirements

• A bachelor’s degree in computer science, software engineering or Information Technology related field.
  
• Any relevant IT certification to this role, such as CompTIA A+, CompTIA Network+, ITIL, or any other relevant certification in IT infrastructure or IT security, will be an added advantage.
  
• A minimum of 1 year in IT operations, NOC/SOC roles, or similar, with experience in network and system monitoring, access management, and first-line IT support.
  
• Hands-on experience with monitoring and access management tools like PAM, security tools like SIEM systems, and ITSM platforms.
  

How to Apply:

Interested individuals should follow, 

https://forms.office.com/e/WMecxY3PsN

 to fill out the application form and also send copies of their application letter, curriculum vitae and academic qualifications, addressed to the Chief of People and Culture to recruitment@nssfug.org

• Network & System Monitoring: Continuously monitor network and system infrastructure to detect and address anomalies, ensuring uninterrupted service delivery.
  
• Customer Channels Service Monitoring: Oversee service channels, such as the NSSFGo app and web portal, to promptly identify and address issues affecting external customers, including OTP and performance problems.
  
• Application Services Monitoring: Monitor all critical application services across the organization, identifying warning and critical alerts, and escalate them to specialized teams for timely resolution.
  
• Access Management: Manage user access to core applications (e.g., PAS, CRM, JDE, Smartlife), including assignment and revocation of permissions, in line with the approved access procedures to ensure security and compliance.
  
• Asset Management: Oversee the issuance, auditing, and return of  electronic assets. Manage hardware loan requests and ensure all assets are properly tracked and accounted for, minimizing losses and ensuring availability.
  
• Issue Resolution: Act as the first point of contact for IT-related issues, providing initial diagnosis and resolution. Escalate unresolved issues to higher-level support or specialists, ensuring timely and effective solutions.
  
• Ticket Management: Manage and prioritize incoming support requests through the ticketing system, ensuring timely and accurate updates on the status of each issue until resolution.
  
• Troubleshooting: Perform troubleshooting for common IT issues, including software issues, password resets, printer issues, and connectivity problems. Escalate unresolved issues to second or third-line support as needed.
  
• Customer Support & Engagement: Serve as a relationship manager for designated branches, ensuring prompt follow-up on long-standing issues. Collaborate with IT champions within the branches to foster a proactive and customer-centric support environment