Senior IT Desktop Support Specialist at Coollink.ng

Job Description

• The IT Specialist will be responsible for the daily IT needs of users, provide support to the company’s computer environment and IT infrastructure, works within general methods and procedures and exercises considerable independent judgment to select the proper course of action.
• Ensure conformance to guidelines, methods, procedures, and policies related to IT and the organization as a whole.

Responsibility

• Serve as1st and 2nd level contact for reporting technical issues and answering questions regarding software, hardware, and/or network issues.
• Monitor Helpdesk software for tickets assigned, process them based on priority, and update on the completion of work at customers and/or field locations.
• Resolve problems to the end user’s satisfaction and communicatemreasons for the lengthy resolution.
• Manage installation and maintenance of hardware and software including personal workstations, printers, mobile devices, multimedia displays, projectors, and video conference system support.
• Test, plan, and supervise the deployment of new operating system releases, vendor patches, commercial software releases, and public domain software.
• Manage the diagnoses and repair of hardware and contact appropriate service vendors when necessary. Recommend solutions, supervise and check that problems have been corrected, and maintain records of work performed.
• Escalate issues where required to the Helpdesk or appropriate section lead and follow up to ensure completion.
• Install, test, and configure new computers and peripherals with the standard company software and other applications as directed.
• Perform hardware and software upgrades as required.
• Monitor company systems to ensure user compliance with company policies and escalate issues found.
• Liaise with end users, analyze any issues found, and provide/recommend solutions.
• Administer business/engineering applications in accordance with company standards.

Requirements:

• Degree or equivalent in Computer Science, Information Technology, or related course with at least 4 years of experience, working as a Desktop Support engineer experience is mandatory.
• Proven work experience as a desktop support engineer or support technician.
• Experience and ability to facilitate one-to-one and group training sessions in a multi-racial environment.
• Advanced knowledge of computer hardware systems, chipsets, memory modules, and peripherals.
• Knowledge of popular operating systems, software applications, and remote connection systems.
• Knowledge of managing tickets, follow-up actions, and closing issues.
• Professional written and interpersonal skills are essential when communicating with customers and clients.
• ITIL, MCSA/MCSE, CompTIA A+