IT Coordinator at d.light

The IT Coordinator will be responsible for maintaining d.light’s information technology systems and networks. The role holder will perform both technical and administrative tasks to ensure the functionality and efficiency of the computer, telephony, and cloud systems.

Roles and Responsibilities:

Define & follow through on all IT-related project deliverables to support the company’s business needs. Such activities will include:

Network and Infrastructure Management:

• Manage and maintain the company's technological equipment, including computers, tablets, smartphones, networks, and telephony systems.
• Monitor system and network performance to maintain 99.9% uptime, and ensure performance as per approved SLAs.
• Configure and manage LAN/WAN infrastructure and TCP/IP protocols.
• Perform troubleshooting, repairs, and data restoration.

Software and Systems Management:

• Manage and maintain the company's suite of software, including the Google Workspace Office suite, Call Center systems, and Atlas CRM.
• Install and configure software and hardware (OS’, printers, network cards, etc.).
• Maintain licenses and upgrade schedules.
• Perform regular system maintenance activities, including backups.

User Support and Operations:

• Provide technical support or training for systems and networks.
• Act as a link between end-users and higher-level support.
• Manage Help Desk tickets, ensuring timely response and resolution of issues as per set SLAs
• Overall responsibility for business systems availability, providing real-time visibility to key business stakeholders via [mention specific tools/dashboards].

KPIs

1. Systems Uptime:
   • Achieve and maintain 99.9% systems uptime for all critical business systems.
2. Internal Customer Satisfaction:
   • Achieve an average internal customer satisfaction rating of 4.5 out of 5 based on feedback surveys or ticketing system feedback.
3. Help Desk Ticket Management:
   • First-level resolution rate: Achieve a minimum of 95% first-level resolution for Help Desk tickets.
   • Mean Time to Resolve (MTTR): Maintain an average MTTR of 4 hours or less for all Help Desk tickets.
   • Number of tickets per month: Track and report on the volume of tickets to identify trends and potential areas for improvement.
4. Mean Time to Repair (MTTR) for Infrastructure Issues:
   • Maintain an average MTTR of 2 hours or less for critical infrastructure issues (e.g., network outages, payment provider outages, telephony outages, SMS outages, server failures).

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