Designation : Client Helpdesk & Support (Code- DPM 07-12)
Job Description / Responsibilities:
1. IDENTIFICATION
AGENCY:
PERSONNEL MANAGEMENT
SYS. POSN. NO:
1490000105
REF. NO:
DPM 07-12
OFFICE:
Human Resource Advisory & Compliance Audit
DESIGNATION/CLASSIFICATION:
Client Helpdesk & Support, Grade 12
DIVISION:
Management Information
Systems & Support
LOCAL DESIGNATION:
Client Helpdesk & Support, Grade 12
BRANCH:
Technical Support Services
REPORTING TO: SYS. POS. NO: REF. NO:
Snr Systems Administrator 1490000099 DPM 07-09
SECTION:
Data Backup & Recovery Support
LOCATION:
Central Government Office, Waigani
HISTORY OF POSITION
FILE REF.
DATE OF VARIATION
DETAILS
(Agency Reference/File No.)
Structure approved date: 29 March 2016
(Record of how position has changed) No Change
ORG. 1/2025
Structure Approved Date:
27th March 2025
Reno, Redes, Reclass, Revised JD
2. PURPOSE
Plan, develop, and maintain the technical Disaster Recovery for an organization Data Centre. Co-ordinate Backup and data storage for Servers, data and voice Systems.
To make sure backup facilities are monitored and maintain weekly and monthly storage.
Provide technical support to backup and restore data/files from the backup and storage facilities.
3. DIMENSIONS
4. PRINCIPLE ACCOUNTABILITIES
ICT Disaster Recovery
Data Backup, Retrieval, Storage and Accessible
5. MAJOR DUTIES
Create Backup and Recovery Plan for computers and Backup System and Application Software. Retrieve and backup user data
Develops plans to continue information systems functions at other locations in the event of a disaster, such as a major power outage, fire, earthquake, hurricane, flood, or other event that interrupts normal computer operations.
Consults with management and other personnel regarding needs for data, computers, and communications, personnel requirements, processing schedules, and regulatory and legal responsibilities.
Evaluates need for and arranges off-site facilities for data archiving, storage, and access.
Consults with departments to identify key personnel and contacts and establishes notification processes for communicating in the event of emergencies.
Implements and coordinates tests of disaster recovery plans and procedures.
Development and Implementation of disaster recovery operations with local and government agencies and external service providers.
Manages the implementation of disaster recovery plans in the event of a disaster or emergency that interrupts normal information system operations.
Other duties as directed
6. NATURE AND SCOPE
6.1 WORKING RELATIONSHIP
(a) Internal
Manager – Technical Support Services
Team Leader – Disaster Recovery
(b) External
Stake Holders (Government Departments and Provincial Administration)
6.2 WORK ENVIRONMENT
The position is technical in nature and deals with ICT technical aspects.
7. CONSTRAINTS FRAMEWORK AND BOUNDARIES
Rules/procedures
Code of Conduct and Ethics
Public Service General Orders (GO)
Public Service Management Act
ICT Policy (International Standards)
Financial Management Act
Decision
Emerging changes of ICT innovations
Recommendations
8. CHALLENGES
9. QUALIFICATIONS, EXPERIENCES AND SKILLS
(a) Qualifications
Graduated from an accredited technical college or university with a bachelor’s degree
Bachelor’s degree in Information Technology (BIT)
Certification in CCNA ICND1&2
Certification in Linux, CompTIA A+, CompTIA Network +
(b) Knowledge
Thorough knowledge and understanding of current disaster recovery planning techniques and technologies as well as the methods used in performing risk analyses and business impact analyses.
Strong human relations skills to interface with managers and staff at all levels within the organization and to deal with vendors of record storage facilities and disaster recovery services.
Working knowledge of data and voice telecommunications in order to assist in the preparation of recovery procedures in this area.
Ability to plan, organizes, and directs the testing of emergency response, recovery support, and business resumption procedures.
Ability to work with minimum supervision
Ability to work harmoniously with colleagues
Ability to communicate effectively with all levels of technology users
(c) Skills
Strong problem-solving and analytical skills
Configuration, troubleshooting and installation of Cisco and Microsoft products and systems
Leadership, supervision and mentoring skills
LAN/WAN Networking skills
Backup Data and Recovery skills
Experiential learning skills
(d) Work Experience
Five years' experience in a disaster recovery environment, or any equivalent combination of training and experience.
Five years' experience in a network environment, or any equivalent combination of training and experience.
Experience as a Cisco Engineer, Unix, Linux (Red Hat), or Microsoft Engineer preferred