IT Desktop Support Analyst at Sahara Group

Job Description

• The Role of the Desktop Support Analyst is to maintain and operate computer systems and/or network. The duties of an IT support analyst are wide-ranging and vary widely from one organization to another.
• 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.
• 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.
• Other duties may include: End user education and IT Project implementation.

Key Deliverables

• 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.

Minimum Qualification/Experience

• A Bachelor's degree in the field of Computer Science/Engineering
• 0 - 3 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.

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

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