IT Systems Support Analyst at Fenix International

Department: Customer Experience
Reporting to: IT Systems Engineer

About ENGIE Energy Access

• ENGIE Energy Access is a leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa, with a mission to deliver affordable, reliable and sustainable energy solutions and life-changing services with exceptional customer experience. The company is a result of the integration of Fenix International, ENGIE Mobisol and ENGIE PowerCorner; and develops innovative, off-grid solar solutions for homes, public services and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGo solar home systems are financed through affordable instalments from $0.14 per day and the mini-grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities.
• With over 1,700 employees, operations in nine countries across Africa (Benin, Cote d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1 million customers and more than 5 million lives impacted so far, ENGIE Energy Access (EEA) aims to remain a leading clean energy company, serving millions of customers across Africa by 2025.

Job Objective

• Engie Energy Access (EEA) is looking for a highly motivated and disciplined technical support assistant to join our team for our Network infrastructure and call center communications platform.
• Key responsibilities will include improving the reliability, performance and availability of the existing systems (Network and call center) in a scalable and flexible manner, integrate and facilitate optimal network solutions using best practices and build effective solutions for our call center demands.

Key Responsibilities

• Ensure the maintenance of internal network infrastructure
• Procurement and maintenance of Call Center technical Infrastructure
• Provide technical support to ensure employees are able to work effectively
• Ensure computer security procedures are adhered to and manage work tools inventory  for the company
• Integrate and facilitate optimal network solutions using best practices to ensure Company operations remain unaffected

Deliverables and Activities:

• Reliability and performance of existing network and call center systems in a scalable and flexible manner
• Ensure the scalability needed for our call center demands
• Updating of IVR and USSD channels to aid customer engagement
• Purchase of computer systems and other IT related equipment for staff onboarding
• Maintenance of stock of computers and other IT related equipment belonging to Fenix
• Ad Hoc and support assignments to ensure optimal up-time for internal stakeholders

Required Skills & Experience

• IT Vocational Institute certifications and experience or Relevant Bachelor’s degree
• 1-3 years Linux system administration experience
• Adequate system, network debugging and troubleshooting skills.
• Experience working with VoIP, SIP, TDM, and related technologies
• Experience with Asterisk, Kamailio etc
• Experience setting up an internal network in an organisation
• Experience designing and developing call centre solutions
• Experience customising existing call centre solutions
• Ability to rapidly build and test new services and features.
• Excellent written and verbal communication skills in English

Highly Desired Skills:

• Working knowledge of IP networking and configuration
• Good people skills
• Ability to organize, multi-task and prioritize tasks
• Ability to make recommendations to effectively resolve problems or issues