Nigeria IT Systems Support Analyst at Engie Africa

Department: Customer Experience
Reporting To: IT Systems Engineer

Job Objective 

• We are seeking 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.