End User Support Consultant
New
Language Requirement:
English
Work Type:
Full Time
Working Hours:
8 to 5
Applicant Location:
Kenya
Job descriptions & requirements
Deliver effective second and third level technical support to a senior customer base, acting as the single point of contact to drive end-user technology issues to resolution across Microsoft Office 365, operating systems, subsystems, and related products.
Key deliverables include
- Advanced troubleshooting and resolution of standard to highly complex technical issues;
- Accurate incident logging, tracking and escalation;
- Closed-loop customer communication;
- Creation and maintenance of support documentation and known-error records;
- Mentoring of End User Support staff;
- User training on hardware and software; and
- Collaboration with IT and business project teams to deliver high-quality technology solutions.
Technical Competencies:
- Application Knowledge for Support
- Identity and Security Compliance
- Incident and Problem Management
- IT Knowledge
- IT Systems
- Service Level Management
- Stakeholder Management
- Technical Analysis
- Trouble Shooting
- Written Communication
Behavioural Competencies:
- Articulating Information
- Following Procedures
- Producing Output
- Providing Insights
- Team Working
- Understanding People
- Upholding Standards
Experience Required
- 5-7 years
- Solid experience in an advanced support role within a large/medium-sized organisation.
- Experience in AD Account Management and the Service Desk within large/medium size organisation.
Qualifications
- Type of Qualification: First Degree
- Field of Study: Information Technology or related field
- Licenses & Certifications: Apple Certified Mac Technician (ACMT), CompTIA A+ Certification, ITIL Foundations v3, MCDST - Microsoft Certified Desktop Support Technician, Microsoft IT Professional (MCITP)
Deliver effective second and third level technical support to a senior customer base, acting as the single point of contact to drive end-user technology issues to resolution across Microsoft Office 365, operating systems, subsystems, and related products.
Key deliverables include
- Advanced troubleshooting and resolution of standard to highly complex technical issues;
- Accurate incident logging, tracking and escalation;
- Closed-loop customer communication;
- Creation and maintenance of support documentation and known-error records;
- Mentoring of End User Support staff;
- User training on hardware and software; and
- Collaboration with IT and business project teams to deliver high-quality technology solutions.
Technical Competencies:
- Application Knowledge for Support
- Identity and Security Compliance
- Incident and Problem Management
- IT Knowledge
- IT Systems
- Service Level Management
- Stakeholder Management
- Technical Analysis
- Trouble Shooting
- Written Communication
Behavioural Competencies:
- Articulating Information
- Following Procedures
- Producing Output
- Providing Insights
- Team Working
- Understanding People
- Upholding Standards
Experience Required
- 5-7 years
- Solid experience in an advanced support role within a large/medium-sized organisation.
- Experience in AD Account Management and the Service Desk within large/medium size organisation.
Qualifications
- Type of Qualification: First Degree
- Field of Study: Information Technology or related field
- Licenses & Certifications: Apple Certified Mac Technician (ACMT), CompTIA A+ Certification, ITIL Foundations v3, MCDST - Microsoft Certified Desktop Support Technician, Microsoft IT Professional (MCITP)
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