Summary
Date Posted: Monday, July 04, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Job Summary:
The jobholder is responsible for carrying out 2nd Line service support activities mainly supporting hardware, software and computer systems.

Key Responsibilities:
• Attend to service requests and incidents assigned to them within defined SLA.
• Troubleshooting system and network problems diagnosing and solving both hardware and software faults.
• Configuring, deploying, troubleshooting, repairing, and maintaining end user equipment and accessories.
• Setup and supports audio /visual equipment for presentations and other meetings
• Setup and support of virtual meeting solutions, Webex, Zoom, Teams etc.
• Establishes good working relationship with customers by keeping them updated on the progress made concerning their requests and in case of any escalations.
• Installation & configuration of computer hardware operating systems and applications.
• Maintaining and monitoring of computer networks and systems.
• Logging the queries of end users in the incident management tool.
• Capturing resolution details into the knowledge base system
• Testing and evaluating new technology.
• Replace computer parts as required
• Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements.

Academic Qualifications
• Bachelor’s degree in Computer Science, IT or a related field
• Master’s degree in Computer Science, Business Administration or related Postgraduate degree will be an added advantage

Professional Qualifications
The following certifications will be an added advantage:
• CompTIA A+, CompTIA N+
• ITIL
Relevant Work Experience Required
• Minimum one (1) year working experience in a busy IT environment
Technical Skills Required
• Ability to troubleshoot software configuration and hardware related issues
• Network setup and configuration skills

Key Competencies:
• Excellent listening and questioning skills combined with the ability to interact confidently with users to establish what the problem is and explain the solution
• Ability to be Team player
• Problem solving skills
• Customer focus
• Ability to prioritize workload

Work Hours: 8

Experience in Months: 12

Level of Education: Bachelor Degree

Job application procedure
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