Job Vacancies in an IT Company in Kenya

Our Client is an IT Company is currently recruiting a 

Network Engineer.

Role and Responsibilities: The Network Engineer will be responsible for management / maintenance of Cisco routers, switches, firewall and VPN. 

Some of the areas of responsibility are:
  • Manage/ maintain and develop skill on WAN & LAN technologies and protocols.
  • Troubleshoot and resolve day to day issues related to Firewall, VPN and the Network.
  • Initiate and implement change request, provide RCA, design and develop network diagrams.
Prerequisites: Candidate should be minimum a graduate with 1-3 years of work experience. 

Skills Required:
  • Experience and skill in Cisco with relevant certification.
  • Excellent communications, interpersonal and analytical skills.
  • Should have Good attitude and people handling /coordination skills/ability to meet deadlines and work well under pressure.

Required
  • Bachelor's Degree
  • At least 1- 2years experience in Cisco/ Juniper
  • At least 1-2 years experience in WAN/LAN
  • At least 1-2 years experience in Firewall, VPN and the Network

Service Desk Analyst

Key Responsibilities
  • Receive incidents and service requests through phone, email or any other medium and log them as tickets in the Incident Management System (LAN Support). To assign the priority to the tickets based on Urgency and Impact of the issue
  • Communicate with clients and follow-up on all open and pending tickets. Log issues and escalate tickets to various technical personnel.
  • Maintain a very high level of LAN Support Accuracy in terms of call creation and closure.
  • Understand the Service level Agreement and execute accordingly in order to Meet or exceed the set Service Level Agreement (SLA) KPIs of Contract Clients
  • Monitor and respond quickly and effectively to requests received through the IT helpdesk
  • Transfer (route) incidents to relevant 2nd level of support in order to ensure consistent and timely resolution.
  • Provide technical communication to users about quick fixes and products
  • Close incidents once resolved in agreement with applicable procedures and validation with end users.
  • Ensure that the Users agree with the resolution provided addresses their needs prior to incident closure and that the terms and conditions are agreed upon
  • Ensure Service Desk maintains a high standard of customer service 
  • Ensure daily and weekly reports are forwarded to the Service Analyst. 
  • Perform any other duty as assigned by the management.
Requirements
  • Bachelor’s degree
  • Diploma an added advantage.

Service Centre Engineer.

Duties and Responsibilities.
  • Installation and configuration of computer hardware operating systems and applications
  • Ability to take staff and/or clients through a series of preventive actions, either face to face or over the telephone to help set up systems or resolve issues
  • Provide support, including procedural documentation and relevant reports to the Clients
  • Work continuously on a task until completion (or referral to third parties, if appropriate);
  • Prioritize and manage many open cases at one time and keeping them up to date
  • Low and high end level pc, laptop and printer installation, hardware & software troubleshooting and repairs.
  • Analyze and diagnose and resolve problems in real time.
  • Courtesy calling existing customers to ensure business stability and Assisting with enquiries and issues affecting their operations.
  • Provide real time resolution to escalated customer support inquiries; 
  • Ensure continuous monitoring of customer issues until they are resolved; 
  • Carry out proactive hardware maintenance and monitor all hosted equipment;
  • Understand and convert customer technical requirements to solutions; 
  • Ensure IT policies and processes are followed at all times;
  • Delivering solutions to both technical and non-technical end users while also supporting a wide range of technologies
  • Resolving escalated customer complaints without the need for team lead intervention
  • Documenting troubleshooting and problem resolution steps
  • Participation in providing training to customers as required
  • Perform any other job that may be assigned by the management.
Requirements
  • BSC Degree or equivalent; post graduate degree desirable.
  • Minimum experience of 2 years
  • Knowledge of Windows 8, XP, Vista, general desktop and printer support issues
  • Have the necessary HP Certifications for HP Products (Desktops, Laptops, Printers and Plotter Models.
  • Thorough knowledge of equipment, system and application design. 
  • Strong verbal and written communication skills: needs analysis, positioning, business justification.
  • Provide training to internal users.
  • Ability to travel as needed.
  • Project Management skills
  • Time Management skills
  • Strong interpersonal skills and professionalism are critical

Maintenance Services Coordinator
The Role
 
1. Planning:
  • In liaison with the  Services Coordinator, generate monthly preventive maintenance (PM) schedule for contract and non-contract customers.
  • Analyze material usage for PM; and in conjunction with the Service Centre Team Leader, generate material requisitions as and when required to ensure that there are no stakeouts for scheduled PMs
2. Communication:
  • Contact and negotiate customers for the best PM timeslots for customers in such a way that the exercise does not affect their business and is convenient for  engineers.
  • Engage and organize PM engineers  in liaison with the Projects Team and Enterprise teams.

3. Co-ordination:
  • Budget material usage for customer sites and ensure materials are safely delivered on time and to the correct location.
  • Using the engineer list provided, contact and ensure the engineers report to customer sites as per schedules.
  • Liaising with internal  teams to co-ordinate PM and other adopt services related activities on customer sites.
4. Supervision:
  • Confirm all equipment on contract are serviced and summary report provided.
  • Ensure that a pre-inspection is done before any PM to check and ensure that the Engineers work in a Safe Environment and with the correct work gear.
  • Follow up with the customers to seek feedback on PM outcomes and remedial action if any.
  • Be the first level of escalation on PM matters from both the PM engineers and the customers.
  • Ensure begin of day and end of day PM site processes are properly carried out including engineer sign offs per site.
5. Reporting:
  • Log in, update and follow up to closure on all Preventive Maintenance Calls.
  • Material utilization and expenditure report as well as cost per site.
  • Engineer utilization reporting.
  • Preparation and sharing of summary monthly pay schedules for engineers and contractors.
Required Experience & Qualifications:
  • Demonstrated working experience as an IT technical support engineer for at least 2 years.
  • Must have a Foundation certification in ITIL
  • Certification in A+, N+ or Server+ will give you distinctive advantage
  • Good communication and reporting skills
  • Demonstrated understanding of provision IT as a Service (Outsourcing) – Service Centre, Enterprise, Networking and Software Solutions.
  • Vendor Certifications in leading technologies in Microsoft, Cisco, HP etc.
  • Minimum College Diploma in Computer Science or Related training.

Service Support Engineer.

Summary:
 To provide a high quality first line IT support service to the user community within the entire business unit, through an ITIL based Service support function. 

This role will provide the timely resolution of IT related incidents and requests as well as escalation of incidents and requests to 2nd line team.

This role also involves escalation of major incidents status to the management, recurring incidents to the supervisors.

Roles and Responsibilities

Incident Management
  • Providing first-line investigation and support.
  • Resolving those incidents/service requests they are able to.
  • Escalating incidents/service requests that they cannot resolve within agreed timescales to 2nd line support
  • Communication to the IS management – keeping them informed of major incident progress.
  • Problem-fixing all resolved incidents, requests and other calls .
  • Circulation of broadcasts to the business.
Customer Relations
  • Build and maintain excellent relationships with all customers of the Service Desk while maintaining quality and expectations.
  • Taking users through a series of best practices as well as answering their inquiries and advising on proper use of hardware and software.
Process Policies and Procedures
  • Implement Service Support policies, plans and strategies relating to ITIL incident, and request Fulfilment and others as may be applicable.
  • Adherence to IS processes e.g Incident Management, Request fulfillment
Proactive Problem Management
  • Identify and report immediately to IT Management any potential IT risks in the user environment
  • Detection of possible problems and assignment of these to problem management
Management Reporting
  • Produce performance and ad hoc reports to measure and improve incident management among others
If you feel you fit the above role ,please send your CV only quoting the job title on the email subject to jobs@alternatedoors.co.ke

N.B: We do not charge any fee for receiving your CV in our database nor for interviewing.

Only candidates short-listed for interview will be contacted.


For unsolicited applications, please drop your CV in our offices (Devan Plaza, Westlands 4th Floor) Monday to Friday- 3pm- 5.30pm ONLY.