Customer Support Officer II

Job Summary

Installing and configuring computer systems, diagnosing hardware and software faults and solve technical and applications problems.

  • Minimum Qualification: HND
  • Experience Level: Entry level
  • Experience Length: 1 year

Job Description

Responsible for the smooth running of computer systems and ensuring users get maximum benefits from them.  Also, to monitor and maintain the computer systems and networks of an organisation, installing and configuring computer systems, diagnosing hardware and software faults and solve technical and applications problems, either over the phone or in person. 
 
  • Field incoming help requests from end users via both telephone and work orders in a courteous manner
  • Install, modify, configure and repair PC hardware, operating system and software
  • Prioritize and schedule problems. Escalate problems/issues (when required) to the appropriately experienced technician based on SLAs
  • Software setup for new and existing clients 
  • Recommend process improvements for clients to ensure they maximize the benefits of our solutions
  • Communicate with clients appropriately and manages client expectations to ensure that the client implementation is a success
  • Assist with developing system documentation and training materials as required
  • A desire to succeed and see an issue through to resolution
  • Manage the progress of a reported issue and provide resolution to the client
  • Communicate a feature request to the Head, Research & Development
  • Providing support to all clients remotely, via telephone or email, as well as onsite
  • Conduct web-based and on-site software support, by request
  • Assist clients with software testing along with roll out and go-live activities such as data capturing
  • Record, track, and document the help desk request problem solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
  • Provide assistance to users needing technical assistance and support for issues related to computer systems hardware and software
  • Be able to run diagnostic programs to analyze hardware and software issues and develop solutions
  • Follow up with customers to ensure issues are resolved & ticket closed
  • Develop FAQs and knowledge base articles for end users
  • Other duties as assigned

 Requirements:

  • Minimum of HND/BSC in a related discipline
  • Outstanding customer service skills required
  • Good general IT abilities
  • Database knowledge is desirable
  • Must have the ability to work without supervision
  • Troubleshooting and multi-tasking skills
  • Must have a strong proficiency in maintenance and support of Ms windows operating systems, software applications, virtual servers, backup and disaster recovery, basic networking (TCP/IP, DNS)
  • Excellent time management skills required
  • Ability to work in a team

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