Responsibilities:

Support Infrastructure Regionally

• Proactively maintain branch equipment i.e., UPS, Switches, CCTV, Access Control.

• Maintain personal computers, Laptops, headsets and Operating Systems (MS windows and office).

• Basic command line proficiency in Linux is a plus.

• Maintain Voice services, PABX, Physical and softphones, SIP trunks, SPAM caller ID checks.

• Branch office networking, WIFI, Switches, LAN, WAN.

• Proficiency in email management, Microsoft Outlook, email gateways (Microsoft Exchange\Zimbra).

• Familiarity with Excel (basic proficiency), with an advanced skill set as a bonus.

• Familiarity with any ticketing system is a beneficial skill.

• User account management – Active Directory \ FreeIPA \ IAM\ SAMBA AD.

• End user VPN setup and Maintenance, 2FA.

• Security tools – End point protection (Sophos).

Meet IT Support Service Level Agreements

• Prioritize accordingly to meet customer satisfaction standards.
• Plan and organize daily activities to ensure tasks are completed in time.

Helpdesk Support Function

• Action assigned tickets on Ticketing system.
• Update tickets daily.
• Give timely feedback.
• Ensure that tickets are closed timeously with high quality service ensuring minimal comebacks

Requirements:

• Diploma or Bachelor Degree majoring in Computer Science, Information System and Informatics Engineering.
• 1-3 years of working experience in Technical support / IT Support / Desktop / Helpdesk experience. 
• Previous JIRA experience or similar ticketing system.
• Knowledge of Active Directory, MS Office Suite.
• Knowledge of Windows XP, Win 7, Win 8 and Win 10 &11.