JOB PURPOSE

The IT Operations Associate – IT Support/Technical Writer is to deliver high quality technical support, system and data maintenance across a range of areas and responsible for creating, publishing and distribution of technical documents pertaining to IT solution processes, systems operation, product development and other technical processes this includes user manuals, reference guide, release notes, process flow charts, interface control documents explaining complex information clearly and concisely. The IT Operations Associate – IT Support/Technical Writer must have knowledge on complex IT/engineering concepts to be able to accurately capture technical data and communicate the information in standard documents to the end-users of complex IT systems and projects. This role involves gathering highly technical information and requires working closely with the various technical experts to ensure the accuracy of the documentation.

KEY ACCOUNTABILITIES (not all-inclusive)

Within the assigned unit and delegated authority, the IT Operations Associate – IT Support/Technical Writer will be responsible for the following duties:

IT Support

1. Carry out system maintenance tasks, such as performing monitoring tasks, running system diagnostics, and system optimization, to ensure they are running effectively and enable easy and efficient use.
2. Perform routine deployments of server hardware and software, including testing and the identification of problems, to contribute to the effective functioning of technology.
3. Suggest improvements to methods and processes in order to support the continuous improvement of IT services.
4. Install, operate and maintain telecommunications systems and equipment (e.g. Satellites systems, Microwaves links, VHF, UHF, HF) to ensure optimal services in compliance with standard operations procedures.
5. Assist in the development and configuration of IT/Telecommunication equipment used in field operations and emergencies.

Technical Writer

1. Plan, develop, organize user manuals, reference guide, release notes, process flow charts, interface control documents and troubleshooting guides.
2. Collect and collate data, conduct basic analysis to support the development of technical documents.
3. Produce electronic documentation in addition to hard copy of product manuals.
4. Develop online interactive training modules and administer and Online Learning Management system.
5. Creating process and procedure documentation for IT operations tasks, such as system administration and maintenance.
6. Create a comprehensive library of technical terminology and documentation and maintain confidentiality of sensitive information at all times.
7. Participate in configuration/deployment of IT solutions, hardware, and software upgrades to be able to familiarize functionalities and proper procedures to operate and acquire ability to run the IT solution independently.
8. Developing and maintaining a documentation library, including version control and distribution of documents.
9. Working closely with stakeholders, including IT operations teams, project technical experts, and end-users, to understand their needs and ensure that documentation meets their requirements.
10. Ensuring that all technical documentation is accurate, clear, and concise, and meets the needs of both technical and non-technical audiences.
11. Assist in the preparation of materials and the delivery of trainings to end-users to ensure efficient and effective use of IT solutions.
12. Carry other duties as required.

STANDARD MINIMUM QUALIFICATIONS

Education: Completion of secondary school education. Bachelor’s Degree in Information Technology, Technical Communications, Computer Science, Engineering and/or Science-related discipline with an emphasis on technical and/or process documentation or equivalent years of relevant experience.

Experience: 6 years of relevant experience in information technology with technical writing background.

Language: Fluency in both oral and written communication in English and local languages.

DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE: 

• Proven experience working in a technical writing position.
• Ability to comprehend, assimilate and document numerous software applications, hardwarefunctionality and software/hardware integration independently.
• Strong research skills including gathering and analyzing data from multiple sources.
• Proficient in developing online modules utilizing Articulate 360 software and/or other onlinetraining tools.
• Has participated in joint technical projects, workshops, trainings with any Government agency.
• Has knowledge of the Government Emergency Communication System – Mobile Operations forEmergency (GECS MOVE) and its various IT Solutions.
• Candidate should be well versed in the latest electronic publishing and graphics methods.

Knowledge and Skills: 

• Excellent written and verbal communication skills.
• Familiarity with modern IT technology and other IT advancements through education or practical experience.
• Must have knowledge in the following technologies:
  • Microwave links
  • Ubiquiti Solutions
  • Teltonika 4G/LTE solutions
  • Firewalls/Routers
  • Motorola Solutions (MotoTrbo, IP Site connect, Link Capacity Plus)
  • VSAT Communication Technology
  • Drone Technology