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