Technical Specialist at Anheuser-Busch InBev

Location: Port-Harcourt, Rivers

Job Description

• An exciting opportunities exist for highly skilled and result driven Technical Specialist in our Port Harcourt Brewery of International Breweries Plc, Nigeria reporting to the Technical Operations Manager - Infrastructure.
• The incumbent will install and maintain computer systems and networks in order to ensure smooth operations while delivering IT support using a broad range of technologies.

Duties and Responsibilities

• General user support of all company devices and software
• Troubleshoot and provide resolutions to issues and outages  
• Build an internal knowledgebase with technical documentation, manuals and IT policies  
• Support, configure, maintain and upgrade our networks and in-house servers 
• Ensure the Resolved Status Service Level Agreement (SLA) is not breached by resolving tickets timeously 
• Ensure that tickets are updated in line with the Process (With approval from the customer and a valid reason)
• Ensure that tickets are acknowledged before they breach the Ticket Acknowledgement SLA 
• Quality Assurance Management - Ensure that a QA average of 98% is achieved on all call management assessments individually, based on ticket management quality 
• Customer Experience: Excellent customer service delivered daily to avoid escalations, customer complaints and re-opening of calls
• Provide active resolution on all calls or emails logged for IT assistance within the agreed upon SLA timeframes 
• Answer user inquiries regarding computer software or hardware operation to resolve problems timeously  
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support 
• Refer major hardware or software problems or defective products to vendors or technicians for service  
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities on the relevant systems 
• Train others in computer interface or software use

Qualifications

• Bachelor's degree in computer science or related field
• Minimum of 2 years’ experience in network admin, systems support or similar role
• Excellent knowledge of best practices around management, control, and monitoring of server infrastructure 
• Experience with databases, networks (LAN, WAN) and patch management
• Knowledge of system security (e.g. intrusion detection systems) and data backup/recovery  
• Experience with firewalls, Internet VPN’s remote implementation, troubleshooting, and problem resolution is desired
• IT Certification will be an advantage (e.g. ITIL, CCNA, CCNP, MCSA, MCSE)

Key Competencies and Attributes:

• Excellent communication skills
• Resourcefulness and problem-solving aptitude
• Great at organizing, prioritizing and multitasking
• Analysis & diagnostic investigation