Job descriptions & requirements
ABOUT THE COMPANY
Optica was formed in 1959 in Nairobi, Kenya. The company has grown steadily to become the largest and leading Optician in East Africa. What began as a one room, 5 staff operation has today grown to 65 + branch operations with 400+ staff. If you're looking to learn, grow, and bring better sight to all - come work with us at Optica and build your career and let us grow together.
JOB SUMMARY
TheIT Support Specialist is responsible for providing technical support toend-users, ensuring the smooth functioning of hardware, software, and networksystems. The role involves responding to helpdesk tickets, troubleshootingissues, and supporting the organization’s IT infrastructure
RESPONSIBILITIES
Key Responsibilities- Provide first-level technical support to staff via phone, email, or in person.- Manage the ticketing system and ensure timely resolution of tickets by the agreed Service Level Agreements - Ensure that all critical "Red Flag" tickets are resolved within the specified timelines.- Troubleshoot and resolve hardware,software, and network issues.- Set up and configure new computers, printers, phones, and other IT equipment.- Install, modify, and repair computer hardware and software.- Perform regular maintenance on IT infrastructure, including updates and patch management for operating systems,antivirus programs, and end-user applications.- Document internal procedures to ensure smooth IT operations.- Support the setup of new offices or branches with the necessary IT infrastructure.- Coordinate with external vendors for hardware and software procurement and repairs.- Assist with the setup and maintenance of VoIP phone systems (e.g., 3CX).- Help maintain the IT asset inventory.- Monitor network and system performance and report any anomalies.- Share daily, weekly, and monthly reports on support performance.- Stay up to date with the latest technology trends and solutions.
REQUIRED SKILLS
Technical support, Router and switch management, Server management
REQUIRED EDUCATION
Diploma, Associate's degree
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