Technology Support Specialist - Business Productivity Support

Brief Description        

The Technology Support Specialist – Business Productivity Support provides second level support (within Business Productivity team) to Technology customers ensuring timely resolution of incidents and fulfilment of their service requests. S/he provides workarounds or mitigations whilst escalating unresolved issues to the next level of support and proactively providing feedback to Technology customers on the status of their issue or service request.

Detailed Description        

Principal Accountabilities (KEY Performance Areas): 

• Resolve assigned Technology incidents and services requests over the phone, email, walk-in customers or via visiting the end user workstation at the assigned location. The role supports business users at JKIA (JKIA, OCC and Cargo Center) or headquarter (including Headquarter/Base, Pride Center, Barclays Plaza or Nairobi Sales offices) as may be assigned by the Manager, Business Productivity Support. 
• End users’ devices configuration, devices rollout and systems deployment. This includes Microsoft based Desktops / Laptops, MacBooks, Android / IOS Tablets or Smartphones, baggage printers, ticket printers and IP-based telephony handsets. 
• Troubleshoot problems with end user devices, systems, scanners, printers, telephony sets, and network devices. 
• Develop mitigations, workarounds, and permanent solutions. 
• Support other Technology processes such as equipment disposal, asset management, end user security, Technology customer engagements and systems delivery projects. 
• Research, identify and suggest possible improvements on Technology policies and processes. 
• Identify and report immediately to Technology Management any potential Technology risks in the user environment.

Job Requirements        

Knowledge and Experience Qualification (Minimum) 

• University degree in IT or relevant field Additional Qualifications 
• MCP 
• ITIL foundation certification 
• A+ or equivalent 
• Vendor based technical training/ certification e.g., HP/Dell 

Years of Experience (Minimum) 

• At least 1- 3 years’ experience in offering technical IT support in a busy environment.        

Other Skills 

• Good analytical skills
• Positive attitude 
• Ability to work with minimum supervision. 
• IT proficiency and skill. 
• Customer service 
• Experience in logistics. 

Behavioral Competencies 

• Customer Service Orientation 
• Teamwork and Cooperation 
• Accountability 
• Creativity and Innovation 
• Communication 
• Results Orientation