Technical Support Officer at Tezza Business Solutions Ltd

Duties & Responsibilities

• Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support.
• Provide technical support to business users both remotely and face to face.
• Maintenance and support of central hardware, operating systems and utilities.
• Administer installations, including setting up new systems/hardware and promptly installing updates
• Support of the following would be highly desirable: Email Systems (Exchange), Windows 2008 Server Systems and Active Directory Account Administration.
• Troubleshooting and resolution of issues relating to business applications
• Installing/configuring new computers/telephones
• Troubleshooting IT equipment - printers, scanners etc
• Log all IT incidents and service requests to ensuring a timely resolution
• Perform SOD and EOD duties
• Assist with the Installation, configuring, and support of the LAN and WAN and Internet systems
• Maintain network equipment, servers and users hardware and software
• Maintain effective relationships with vendors, consultants, and service providers
• Assist in software resting of new releases, proactively escalating issues
• Competence in PC network security issues, including virus protection and prevention
• Assist in the management of IT Assets
• Deliver outstanding customer service by responding to and efficiently resolving client issues and request

 Requirements
Experience:

• 1 to 3 years cognate experience in financial services/service oriented industry

Education:

• First degree in Computer Science / Engineering
• ITIL Certified (added advantage)

Key Competency Requirements:

• Network (voice & data) Cabling
• LAN & WAN technologies
• Microsoft suite- Exchange, SharePoint,
• Virtualization knowledge
• Operating system installation & configuration
• Troubleshooting and fixing Network cabling
• Configuring network devices
• PABX configuration and troubleshooting
• BES Server/Mobile device Administration
• MIS reporting
• Some development experience
• Cross-funtional
• PC/LAN & Support Services

Skill/Competencies:

• Ability to solve complex problems on own initiative
• Ability to work independently and as a SPOC/ PM
• Strong written and oral skills, plus interpersonal skills
• Sound client service skills with proactive and creative approach
• Demonstrate working knowledge of Windows O/S and PC hardware as well a broad understanding of IP communication and technologies
• Understanding of business processes and workflows