Senior IT Support Technician

Job Purpose

• Support business functions and provides detailed and specialized IT technical expertise by providing IT support to the end users for their day-to-day IT incidents and service requests.

Key Job Accountabilities - I

• Provide first level support through call center or onsite, for all IT services.
• Escalate incidents to the next level when required support from level 2 or SMEs.
• Carry out the deployment and installations of end user computer equipment and peripherals based on the business demand.
• Fulfill end users IT requests for software installations, software configurations, hardware relocations and other business requirements.
• Facilitate end user hardware and operating systems upgrades as and when necessary.
• Participate in the end users computing projects to support the various IT initiatives.
• Contribute to the development of software installation procedures and end user guides.

Qualifications

• Secondary school (12 years) formal education followed by a 2-year technical diploma in Computer Science.
• Recognized international certification i.e. A+, Microsoft, Cisco, ITIL.

Knowledge and/or Experience - I

• 3 years’ IT experience.
• Competent knowledge in core skill applications, tools, and techniques.
• Conversant with relevant IT national and international standards.
• Demonstrated experience in project management.
• Demonstrated experience in IT support environment.

Technical and Business Skills - I

• Good written and spoken English.
• Good analytical skills.
• Specialized technical expertise and broader IT knowledge.
• Compliance to risk, security, and continuity management principles.