Job Summary

To take ownership of customer issues reported and see problems through to resolution. Research, diagnose, troubleshoot and identify solutions to resolve recurrent system issues.

  • Minimum Qualification: Bachelor
  • Experience Level: Entry level
  • Experience Length: 2 years

Job Description

DEPARTMENT: Information Technology

JOB PURPOSE
  1. To take ownership of customer issues reported and see problems through to resolution.
  2. Research, diagnose, troubleshoot and identify solutions to resolve recurrent system issues.
  3. Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
  4. Maintain a knowledge base of known issues.
  5. Recommend improvements to the development and systems teams regarding recurrent problems.
  6. Maintain an issue response and resolution SLA.

REPORTS TO: Head of IT Infrastructure

KEY RELATIONSHIPS
  • Internal – IT team members
  • External – Key client contact persons.

WHAT WORK WILL BE DONE IN YOUR ROLE
  • Innovation Work: To be agreed with the supervisor
  • Improvement Work: To be discussed and agreed with supervisor

DUTIES & RESPONSIBILITIES
1. User support
  • Research and identify solutions to software and hardware issues.
  • Diagnose and troubleshoot technical issues, including account setup and network configuration.
  • Track issues through to resolution, within the existing SLA.
  • Talk clients through a series of actions, either by phone or email, until the have solved a technical issue.
  • Properly escalate unresolved issues to appropriate internal teams (e.g systems administrators, software developers).
2. Process Improvement:
  • Recommend, as part of a team, improvements to systems to resolve common issues.
  • Document technical knowledge in the form of notes and manuals.
3. Reporting:
  • Prepare accurate and timely reports.
  • Ensure all issues are properly logged in the Helpdesk management system.
  • Provide prompt and accurate feedback to customers.
  • Communicate regularly with technical and operational staff to ensure systems reliability.

COMPETENCIES, SKILLS, QUALIFICATIONS, EDUCATION & EXPERIENCE
Competencies:
  • Ability to diagnose and troubleshoot basic technical issues.
  • Familiarity with repote desktop applications and help desk software.
  • Ability to follow technical manuals from system and application vendors, and use information from them to support the system’s users.
  • Ability to provide step-by-step technical help, both written and verbal.
Skills:
  • Proven ability to work under pressure and meeting tight deadlines
  • Flexible and mature approach with ability to work unsupervised
  • Creative and technical problem solving skills to resolve issues or devise a new approach.
  • Excellent problem-solving communication skills.
Education, Qualifications & Experience:
  • Bachelors degree in Computer Science or equivalent.
  • Any security certification is an added advantage.
  • Two years experience working with Linux server and Windows workstations in a fast-paced enterprise environment.
  • Certification in Microsoft, Linux, Cisco or similar technology is a plus.

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