Second Line Support Senior Manager of the Department of IT Support

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Name of position:

Second Line Support Senior Manager of the Department of IT Support of Private Entity  «Nazarbayev University Library and IT Services»

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Basic responsibilities of the department

Organization of complex measures aimed at supporting regular job of IT infrastructure

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Main duties and responsibilities

Manages a group of Second Line Support;

Plan and the distribution of tasks between the specialists of Second Line Support;

Development and endorsement of documentation (technical specification, contract, etc.) for the procurement of goods, works and services required to perform the tasks of the Department and initiation procurement procedures;

Monitoring of performance obligations by suppliers delivered/rendered/performed goods, works and services under contracts initiated by the Department;

Participation in the formation of Department’s budget request for the current financial year;

Prepares expert reports;

Conclusion of contracts for the purchase of goods, works and services;

Introduction of innovative technologies and solutions into existing University IT infrastructure;

Realization of functions of the second line technical support to users of information infrastructure:

The preparation of new working space, the first installations of system and application software;

Implementation of the movement of users  working space;

Delivery and replacement of consumables to the PC and printer;

Maintenance of printers;

Solving incidents with software and equipment that requires a user visit;

Diagnostics and minor repair of PCs and peripheral equipment;

Providing support of the cable and wireless networks;

Solution of issues related to the creation of temporary and permanent working spaces and a LAN connection

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Education:

Higher education in the field of information technology. The presence of specialized international certificates is welcome (example, ITSM)

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The required professional experience (period, field, other)

Work experience in IT field for at least 4 years, work experience at the Nazarbayev University or its affiliated organizations are welcome.

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Professional competence and personal qualities

Knowledge of office applications and PC architecture at advanced user level;

The skills of setting software applications;

Thorough knowledge of modern operating systems – MacOS, Linux, Windows;

The ability to set custom peripherals – installing drivers, using printers on network, etc.

Knowledge of operating work and structural specificity of the recent printing devices;

Skills of diagnostics and repair of stationary PCs, laptops, printers;

Basic knowledge of construction of the local computing networks;

Work experience on VoIP equipment;

Understanding ITSM principles;

Experience in implementation of infrastructure solutions and project management;

Skills of official correspondence and the use of electronic document management systems;

It requires proactive, creative approach to the tasks, as well as readiness to make responsible decisions to perform their duties.

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Knowledge of languages​​, including the official language (provide a list of languages ​​that you own)

Knowledge of Kazakh, English (at level to understand technical documents) and Russian languages

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Deadline for CV:

Until appropriate candidate selected