Support Engineer (Value-added Services) at Coollink.ng

Location: Victoria Island, Lagos

Role Overview

• The Field Support Engineer will be responsible for the scoping, deployment, and support for IT value-added services for Coollink’s clientele.
• The position involves proper documentation of activities such as training, change management amongst others. Lots of phone support will be required as well as site visits where needed.
• The holder of this position is expected to operate with minimum supervision while giving constant feedback to relevant stakeholders on the status of operations.

Responsibilities
Pre-Sales Meetings:

• Meet with prospective/existing customers for new projects/implementations built around M365, Sophos Firewalls/Endpoint…
• Prepare BOM for the Sales Team from which their quotes to the end-user are based on.
• Assist the Sales team in preparing bid documents for prospective clients

Deployment of Microsoft 365 Suites:

• Conduct pre-deployment surveys and planning for implementation
• Deploy/Implement Microsoft 365 solutions to end-users
• Supervise and manage licenses on behalf of the end-users
• Work with other stakeholders to ensure that deployment is seamless and manage OEM partners where necessary

IT Managed Services:

• Oversee the network with the customers’ IT Managers and provide local and remote support where necessary.
• Ensure IT equipment have the latest firmware and upgrade when required
• Ensure wireless networks, video conferencing equipment, etc. are working optimally and resolve any issues reported.

Documentation:

• Ensure that proper documentation of IT assets in a client’s environment is kept up to date
• Track and create a weekly report showing incident frequencies

Person Specification

• A minimum of HND or BSc in Computer/Electrical Engineering, Computer Science, or any related course.
• Minimum of 5 years relevant experience as a Support Engineer.
• A good understanding of Windows operating systems [Windows 10, Windows Server 2008, etc.]
• Good knowledge of Active Directory and Exchange.
• Ability to identify and resolve hardware-related issues involving laptops, desktops, and network printers.
• A very good understanding of the Microsoft 365 portfolio including Teams, Azure, Sharepoint, etc.
• Certifications in Microsoft System Administration/Office 365 will be an advantage.
• Understanding of Firewall solutions and Wi-Fi technologies.
• A good understanding of computer networks.
• Good written and oral communication skills. Should be able to present him/herself in a clear and understandable manner.
• People management skills are necessary.