Job Summary

The IT Support Officer is responsible for providing comprehensive technical support, with a primary focus on assisting ERP users to enhance their experience and system functionality. Beyond ERP support, the role includes troubleshooting software, hardware, and network related issues to ensure seamless IT operations within the organization.

Responsibilities

1. Technical Support & Troubleshooting:

• Respond to customer and staff inquiries and provide technical support via email, phone, and chat.
• Diagnose, troubleshoot, and resolve software, hardware, and network-related issues.
• Provide technical support and troubleshooting for our HMO ERP software, addressing issues related to claims processing, member management, and provider interactions.
• Assist users in optimizing their ERP experience and provide training on best practices.
• Work closely with healthcare providers, HMO administrators, and internal teams to understand and resolve business-critical issues.
• Support API integrations with third-party healthcare systems, payment gateways, and insurance providers.
• Provide general IT support beyond ERP, including user access management, system configurations, and troubleshooting for various applications.

2. System Monitoring & Maintenance:

• Monitor application performance, uptime, and system logs, proactively identifying and addressing issues.
• Assist with software installations, configurations, and upgrades.
• Ensure IT security measures and compliance standards are maintained.

3. Documentation & Collaboration:

• Document technical issues, solutions, and customer interactions in the ticketing system.
• Collaborate with engineering and product teams to escalate and resolve complex issues.
• Train end-users and provide best practices for troubleshooting common IT and ERP related issues.

4. Data Protection & Confidentiality:

• Uphold the highest standards of confidentiality in handling company-related information, ensuring compliance with data protection laws and internal policies.
• Adhere to the company’s information security guidelines, including proper storage, transmission, and disposal of sensitive materials.
• Promptly report any suspected data breaches or unauthorized access to the appropriate company authority.
• Participate in periodic data protection training to stay informed about evolving security risks and best practices.

5. General Assignment:

• Execute any other duties and tasks that may be designated or assigned by the Company.
• Participate in the knowledge sharing programme of the department and the company
• To provide supports to your manager, Managing Director and Vice Chairman as may be required towards serving the Board, Management and staff.

Qualification

1. Education:

Bachelor's degree in Computer Science, Information Technology, or a related field.

2. Experience:

Minimum of 2–4 years of experience in technical support or IT helpdesk roles

Skills and Competencies

• Strong troubleshooting skills in Windows, macOS, Linux, and/or cloud based applications.
• Knowledge of networking concepts (DNS, TCP/IP, VPN, firewalls).
• Experience with help desk tools (e.g., Zendesk, Jira, Freshdesk) and remote troubleshooting.
• Ability to learn new concepts quickly.
• Strong problem-solving, analytical, and communication skills.
• Ability to work both independently and collaboratively within a team environment.

KPIs and Performance Metrics

1. System Uptime: Percentage of time IT systems, including ERP, remain operational.
2. Ticket Resolution Time: Average time taken to resolve user issues.
3. Issue Escalation Rate: Number of cases escalated due to unresolved issues.
4. Training Effectiveness: Number of end-users successfully trained on IT and ERP troubleshooting best practices.