JOB DETAILS

We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems. The job holder will be responsible for administering, maintaining and supporting ICT technology resources, with the goal of ensuring improved service delivery, increased Business/ICT alignment, and increased efficiency and productivity. The ideal candidate should have a strong background in networking and security systems, possess excellent technical skills and capable of working both independently  and as part of a team.

RESPOSIBILITIES

• Serve as the first contact with customers who need technical assistance via the phone or email
• Implementation of POS system
• Training staff on POS software and hardware usage
• Formal training in hardware maintenance and troubleshooting and configuring PCs, printers, workstations, and wiring LAN networks
• Perform troubleshooting using different diagnostic techniques
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues
• Provide quick resolution and excellent customer service
• Redirect unresolved issues to the next level of support personnel
• Provide needed information on IT products or services
• Keep record of problems and their resolution
• Follow-up with customers
• Provide feedback on processes and make recommendations on areas to improve
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
• Suggest improvements on procedures

QUALIFICATION

• Grade 12 school Certificate
• minimum Diploma in Networking, information Technology(IT) or software Engineering
• Fiber optic knowledge is an added advantage.
• Must have a valid driver’s license
• Two years (2) experience or more is required in performing helpdesk support