New
Valinno

TECHNICAL SUPPORT OFFICER I & III

Job Summary

Technical support officers manage, maintain, repair IT systems. Also, diagnosing and repairing faults, resolving network issues etc

  • Minimum Qualification: HND
  • Experience Level: Entry level
  • Experience Length: 2 years

Job Description/Requirements

JOB RESPONSIBILITIES:

  • Field incoming help requests from end users via both telephone and support tickets in a courteous manner
  • Prioritize and resolve problems. Escalate tickets/issues (when required) to the appropriately experienced technician based on SLAs
  • Software installation 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
  • 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

 

 JOB QUALIFICATIONS AND REQUIREMENTS: 

  • Minimum of HND/BSC in a related discipline
  • Outstanding customer service skills required
  • Good general IT abilities
  • 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
  • A desire to succeed and see a problem through to resolution
  • Good problem solving skills

 

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