Digital Support Engineer at Public Investment Corporation

Purpose of the role:

• Responsible for providing customer technical support services to the staff in the PIC.

Requirements:

• Bachelor's Degree in Computer Science, IT, IS or equivalent.
• ITIL certified (V3 or V4 only).
• Microsoft IT Professional Certification or equivalent, such as Modern Desktop Administrator.
• 2 - 5 years relevant IT experience.
• Microsoft Cloud Certification, such as Microsoft Azure Fundamentals or Administrator, is an added advantage.
• Active Directory Administration.
• End Point Security experience, e.g., Microsoft Defender.
• Knowledge of Microsoft Office 365/ M365, Intune.
• Knowledge of Service Management Tools.
• Knowledge of Microsoft System Center Configuration Manager (SCCM) / Microsoft Endpoint Configuration Manager.

Duties:

• Technical Customer Support: by providing Adequate response time, provision of quality support, and incident and problem resolution, agreed with the customer and in line with ITIL practices and approved internal IT Standard Operating Procedures and Policies.
• Provide technical digital computer and mobile service support in the use of collaboration/conferencing tools such as Microsoft Teams to Board and Executive Management.
• Handle all logged calls accurately and timeously in line with the applicable Service Level Agreement and report back to the IT End User.
• Conduct troubleshooting on all queries allocated on the Service Management tool and identify, diagnose, and resolve problems in Desktop Support Area.
• Work on Incidents, Requests, Problems, Changes, and Releases to be able to provide an efficient service to their IT End User as defined in the Service Catalogue and Service Level
• Agreements.
• Prepare, install, and configure/upgrade Software and Hardware on End User Work Devices.
• Engage with Vendors / Service Providers and or Original Equipment manufacturers (OEMs) of workstations and printers for hardware repairs and procurement of computer hardware and software.
• Implement continuous technical improvement initiatives, including technology refresh of enduser equipment.
• Report on escalated incidents and problem investigations to the direct Manager.
• Produce statistics and management reports on service performance and recommendations.
• Perform computer housekeeping tasks as it relates to workstations and printers.
• Perform the system administration activities of Digital Support systems (i.e., server management, disaster recovery for the area of digital engineering).
• Ensure up-to-date Configuration items (CI) and its statuses through the CI lifecycle in area of digital engineering.
• Contribute to computer technology standards, technology specifications and adherence to the standards.
• Manage and perform the asset lifecycle from cradle to grave that is to Plan, Request, procure (initiate and evaluate request for quotations), Receive and register and barcode,
• Deploy/Allocate/Move, retire and dispose IT Assets, Control inventory, Keep the IT Asset Register up to date, perform periodic IT Asset verification/auditing and IT Asset Reporting including the reporting of stolen IT computers.
• Manage and perform Mobile Devices lifecycle from cradle to grave, that is to Plan, Request,
• Procure, Receive, Deploy/Allocate, upgrade of cellular devices; Deal with queries and requests such as lost devices, insurance activation and claims, increase cellular expenditure;
• Perform maintenance on user accounts, invoicing, etc.

Competencies and skills:

• Excellent telephone and customer service etiquette
• Good collaboration and problem-solving skills
• Able to work overtime when needed
• Can handle pressure
• Can multitask
• Able to work unsupervised
• Customer-focused and team player
• Attention to detail
• Interpersonal relations
• Time Management skills and the ability to prioritise tasks

Deadline:!3th February,2026