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  • Posted: Sep 23, 2022
    Deadline: Not specified
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  • Incorporated in 1998, we have, through strategic initiatives, revolutionized land transportation in Nigeria. A proudly Nigerian enterprise, our mission to excel is a classic story of humble beginnings. From what could pass for a car shed in Uselu, our ultra-modern terminals now dot Nigeria's travel land-scape.
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    IT Support Officer

    Location: Gbagada, Lagos

    Job summary

    • The IT Support Engineer is responsible for providing technical support for a full range of business technology, including computer systems (hardware and software), network infrastructure, telecommunications circuits, mobile devices, telephone systems, and audio-visual equipment.
    • S/he must be able to independently assess a reported problem or failure using diagnostic methods and tools, determine the likely cause and take appropriate action to resolve the problem in a timely manner.
    • Often collaborating with other resources (both internal and external), the IT Support Engineer must understand system interdependencies and avoid unintentional interruption of services during troubleshooting and problem resolution.
    • The IT Support Engineer (2nd Level Support) reports to the IT Infrastructure Lead who has overall responsibility for the service desk and overall IT Infrastructure and  services.

    Job Description

    • Maintains work schedule and responsible for Installing and configuring computer hardware, software, systems, networks, printers, and scanners
    • Provides adequate monitoring and maintenance of computer systems and networks
    • Responds in a timely manner to service issues and requests
    • Provides technical support across the company (this may be in person or over the phone)
    • Sets up accounts for new users
    • Repairs and replaces equipment as necessary
    • Tests new technology
    • Maintains full ownership of Help-Desk ticket through its lifecycle and Incident Management process. Ensuring all elements of the process, including Major Incident Management  are implemented and operationally managed.
    • Maintains the Asset Management System and Devices Log.
    • Maintains various Policy and Procedure documents.
    • Provides first call resolution or triage for all calls.
    • Provides reports to an agreed schedule (or on request), including management summary, KPIs and detailed work reports.
    • Ensures updates to the Knowledge Base (KB) with all troubleshooting performed and, if applicable, the resolution are made.
    • Utilizes the KB and other support documentation to identify, isolate, diagnose and resolve end users technical problems and provide information and status as requested.
    • Completes initial diagnosis and progress all issues in a timely fashion to meet customer SLAs, resolving the incidents wherever possible.
    • Escalates tickets to the appropriate Specialists/Technicians if required.
    • Forward tickets/requests to 3rd party suppliers where necessary and manage progress of these through to closure.
    • Monitors Risks, Issues, Action Logs and Dependencies.
    • Manages service desk mailbox and Email System.
    • Manages technician performance on a monthly basis with focus on adherence to SLA achievement, customer focus, proactive problem solving and incident avoidance, expected telephony occupancy.
    • Schedules engineers to conduct incident activity.
    • Works with engineers to resolve incidents.

    Requirement

    • Candidates should possess relevant qualifications.

    Remuneration
    N120,000 - N150,000 Monthly.

    Method of Application

    Interested and qualified? Go to God Is Good Motors - GIGM on jobs.smartrecruiters.com to apply

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