IT SUPPORT AND NETWORK ANALYST-VACANCY AT MAX DRIVE

Job Description

Taking ownership of customer issues reported and seeing problems through to resolution

Responsibilities

• Taking ownership of customer issues reported and seeing problems through to resolution
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with customers to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals

Qualification

• B.Sc Degree in Information Technology, Computer Science or relevant work experience (3 – 5 years)
• Extensive knowledge of desktop technologies: Windows, MS Office, email, virus/malware, and phone configuration.
• Knowledge of Cloud & virtualization technologies: VMware, HyperV, AWS, Azure, Google Workspace
• Experience providing desktop technical support to end users in a business environment
• Experience solving complex IT issues within time constraints
• Experience troubleshooting networking and firewall-related issues
• Solid PC hardware, software, and Windows operating system knowledge- Excellent listening and communication skills
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, IT Networks Analyst
• Familiarity with remote desktop applications, help desk software, and IT Automation
• Familiarity with Information Security Controls and compliance
• Ability to provide step-by-step technical help, both written and verbal
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.

Location: Lagos, Nigeria.

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