Purpose of the Job
Provide 1st-level support and ensure quick issue resolution in alignment with defined OLAs. Ensure smooth running of end-user workstations and coordinate the installation, enhancement and operational support of local area networks (LAN) and PBX.
Expected Key Results
End User Satisfaction
End User Productivity
Bachelor’s Degree in Computer Engineering, Electrical and Electronics Engineering or any IT related degree. (2.2 / Upper Credit Minimum)
Functional Skills :
Experience providing superior customer service and support
Experience working effectively in a team environment, communicating effectively, resolving issues efficiently, and contributing to the improvement of the infrastructure.
Proven knowledge and understanding of TCP / IP, SMTP, SNMP, VPNs, and security methodologies.
Thorough knowledge of voice and data communications techniques and technologies.
Domain knowledge of Asterisk-based PBX
Work Experience :
1-2 years directly related work experience in a technical helpdesk position supporting Windows 7, 8 & 10, Microsoft Office tools or open source alternatives, and business applications in a business environment.
Other Requirements Knowledge of multiple desktop programs, configuration and debugging techniques. Experience supporting Windows 7, 8 & 10, Open source Office productivity tools like Libre Office, Mail clients (like Thunderbird, Outlook), Asterisk-based PBX, basic hardware issues, desktops, laptops, printers, and mobile devices both in person and remotely.
Strong work ethic, detail-oriented as well as excellent oral and written communication skills. Sound problem resolution, judgment and decision-making.
Strong interpersonal and organization skills, successful in working both independently and in a team environment. Strong problem solving skills.