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Systems Support Job Vacancy in Kenya

An ICT firm is looking for suitable candidates to fill the following position:

Systems Support

The Job:

The successful candidate will provide assistance to the SSA on all call centre, on site and remote IT technical support and network administration to our customers and within the organization, with responsibility for the full life cycle of incidents and problems.

The position will require close working with all departments within the organization

Key Tasks:
  • Resolving Incidents and Problems through Technical Escalation
  • Using existing skills and knowledge as well as appropriate support resources to find resolution to customer incidents
  • Implementing fixes and solutions where appropriate, either via discussing directly with customer, via calls/SMS, email, remote control or on site
  • Escalating calls to GSM Networks, PDNOs etc
  • Visiting customer sites to implement fixes
  • Visiting customer sites to perform proactive support tasks and post installation hand over
  • Administering customer networks as part of managed services provision
  • Analyzing and reporting on call performance and server health checks
  • B. Sc in CS/IT or related field or equivalent experience
  • Experience in working for an ISP is key. Only candidates with this will be contacted.
  • The ability to demonstrate IT support and Customer facing skills
  • Excellent analytical and troubleshooting skills for problem resolution
  • Good literacy and report writing skills and be able to provide examples from previous IT Projects where appropriate
  • Excellent interpersonal and verbal communication skills and the ability to generate strong and lasting relationships with our customers
  • Administer Linux (Debian based) and *BSD servers
  • Configure and maintain networking equipment: firewalls, routers, managed switches, VPNs
  • Administer services including: Apache, LDAP, SAMBA, Postfix, MySQL, subversion etc
  • Database administration, preferably MySQL or PostgreSQL
  • Fluent in a scripting language (preferably Perl/Python)
  • Extensive experience with TCP/IP networking and common network protocols
  • Excellent time management and task prioritization skills. The ability to work under pressure is a necessity.
  • A passion for technology
  • Excellent understanding of Networks, Protocols and Internet Technologies
  • CISCO qualification(s) would be desirable, however knowledge, interest and awareness of CISCO products is essential
  • Awareness of SMPP would be a benefit
  • Awareness of working with Service Level Agreements
  • Driving license required
Applications should be sent to by 31st July 2011.

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