Job Title: IT Support
Main Purpose of the Job:
- Providing computing support to all Real People
staff
- Provide first and second level problem
determination, problem / incident recording, problem resolution and
problem escalation
- University degree or college diploma in the
field of computer science, information sciences, or related field or 2 or
more years of relevant work experience
- CCNA Certification mandatory
Minimum Required Experience:
- At least 2yrs experience in Network Support
- Extensive experience in installing and
maintaining Windows, Mac, and/or Linux systems
- Extensive experience in desktop software
configuration and deployment in a multi-site, multinational environment,
- Extensive knowledge of computer hardware
including desktop, laptop, mobile devices, and remote VPN access.
- Extensive knowledge of application support
experience with MS Office applications and Windows workstation operating
systems
- Extensive knowledge of TCP/IP based networking
in a LAN and WAN environment supported by Cisco or equivalent
certification
Required Competencies:
- Excellent communication skill
- Exceptional interpersonal skills
- Listening and questioning skills
- Ability to work under minimal supervision
- Ability to prioritise and work under pressure
- Ability to work within a team
- Ability to absorb and retain information
quickly
- Strong documentation skills
Key Performance Areas:
Support
- Provide first-level contact and problem
resolution for all users with hardware, software and network problems.
Resolve as many user-reported problems as expertise permits using
available tools and following procedures and policies for the handling of
support cases
- Courteously obtain and convey concise problem
information for external and internal service personnel
- Provide accurate and timely logging of
problems and resolution for problems in the Clarify problem management
database
- Escalate problems as appropriate following HD
procedures
- Act as a liaison between customers and
internal support staff to assure accurate problem interpretation. Maintain
communications with customers during the problem resolution process
- Solve problems on Windows and Macintosh
platforms and networks with equal proficiency
- Perform administrative tasks for the ICT
department
- Deliver required reports and procedural
documentation in a regular and timely manner
- Installing and configuring computer hardware
operating systems and applications
- Monitoring and maintaining computer systems
and networks
- Replacing parts as required
- Supporting the roll-out of new systems
- Setting up new users' accounts and profiles
and dealing with password issues
- Testing and evaluating new technology
Training and Quality Improvement
- Maintain in-depth knowledge of HD supported
products and services
- Identify available Help Desk training that
will enhance and improve computing support delivered to customers
- Perform coaching and mentoring for assigned
team members
- Maintain IT Asset inventory
Documentation
- Review and update Help Desk documentation as
assigned
- Review and recommend modifications to
procedures with the System Administrator
- Gather and input data for regular reports
distributed by the Service Desk system
If you posses the above skills and
requirements, send your CV saved as WORD or PDF.
The Application Letter should be the
body of the email and should give details of your current salary and the
expectation in this position.
Specify the position you are applying
for as the subject of your application.
Send this immediately to recruitment@realpeople.co.ke.
Only short listed candidates will be
contacted.
Ensure you have followed the instructions provided
