IT Desktop Support Analyst at Sahara Group

The Role of the Desktop Support Analyst is to maintain and operate computer systems and/or network. The IT Support team is charged with installing, supporting and maintaining desktop computing systems; planning for and responding to service outages and other problems that may arise.

Other duties may include: End user education and IT Project implementation. To perform the job well, the role holder must demonstrate a blend of technical skills in desktop operating systems technologies, system administration and use of Microsoft Office tools.

Key Responsibilities:  

• Provide first level technology support and escalate issues to Tier 2 and 3 support when necessary
• Monitor and evaluate data network infrastructure: Switches, routers, data network devices, network links, GSM boosters, PBX, IP telephones and implement changes as required to improve performance
• Monitor and evaluate voice network infrastructure: IP PBX, IP Phones, VoIP gateways, E1 lines and implement changes as required to improve performance
• Interface with 3rd party service providers
• Provide periodic reporting of IT Support operations

Knowledge/Skills:  

• Good Knowledge of windows 2008 Server operating system and Network Infrastructure (Active Directory,Group Policy, DHCP, DNS, File Services, etc.)
• Hardware and software troubleshooting skills
• Good understanding of windows based applications and their interaction with the underlying operating system environment (Registry, System Services, Component application subsystem etc.)
• Dexterity in setting up and managing switches and routers
• Good report writing skills
• Good IT process understanding
• Very good problem solving skills – frequently under various sorts of constraints and stress

Minimum Qualification / Experience:

• A Bachelor’s degree in the field of Computer Science/Engineering
• 1 – 4 years qualitative experience in technology deployment or support
• Certifications will be an added advantage.
• Excellent communication skills and interpersonal skill,
• Ability to work virtually, fluency in English as a contract language.

Personality Traits:

• Highly analytical,
• Hard-working,
• Creative,
• Logical,
• Organized,
• Professional conduct,
• Resourceful
• Good interpersonal skills

Working Relationships

• 2nd and 3rd Tier IT Support team
• 3rd party service providers
• Sahara Group staff
• Other Stakeholders