Work with the system administration team to build and be one of the fastest-growing, highest quality MSP’s in West Africa with high customer satisfaction and low overhead due to efficient deployment of standard processes.
Ensure a world-class customer service experience for our firmТs managed services clients, minimizing downtime and interruption to their operations.
Meet vital deadlines as well as to ease the transition to support.
Work with Account managers to ensure appropriate recommendations and strategies are employed to meet clientsТ critical business objectives.
Ensure successful system deployments based on standard business platforms (ie. Windows Server, Exchange Server / Online, Windows Desktop Operating System, Mac OSX, Microsoft Office 365), networking LAN / WAN hardware (ie.
firewalls, routers, managing telco circuits and communications, DNS records), network security solutions (ie. antivirus, DLP tools, vulnerability scanning, and penetration testing tools) and data protection / backup solutions including cloud-based solutions.
Maintain ownership of client accounts by providing Level I (service desk), Level II, and Level III support and senior guidance.
Mentor and guide the firmТs Level I service desk staff.
Ensure our regulated clients maintain minimum levels of compliance.
Work within the support engineering team as a technical lead and escalation point on major impacting systems issues
Make positive contributions to the company’s internal infrastructure environment and to the company’s practices and procedures for the care of our growing client base.
Maintain business awareness to drive growth and client relationships
Design, document and maintain service desk processes
Define metrics and key performance indicators to service desk improvement
Provide technical leadership while driving problem investigation and resolution as required
Provide customer-service leadership while aligning customer goals with service team objectives
Manage remote monitoring and management systems to ensure accuracy and consistency
Continually seek opportunities to grow and learn to lead by example
Additional Responsibilities & Expectations from time to time.
Required Educational Qualifications
BSc in Computer Science or B.Eng. in Computer Engineering.
Required Skills :
VMware and virtualization and Linux skills are a must-have
5 years of maximum post-NYSC system administration experience
In-depth knowledge of multiple operating systems including UNIX / Linux; Microsoft Windows Server (2003+); Mac OS
Knowledge of and experience with Voice infrastructure
Knowledge of and experience with network infrastructure
Familiarity with relational database administration
Excellent written and verbal communication skills.