Job ID   96
Department   Information Systems and Technology
Location   Lagos

Function: Service Desk Management/Network Support
Reporting to:  Head, IS&T
Location: Lagos
Travel Frequency: Occassional

Purpose of the Job

Provide 1^st-level support and ensure quick issue resolution in alignment with defined OLAs. Ensure smooth running of end-user workstations and coordinate the installation, enhancement and operational support of local area networks (LAN) and PBX.

Expected Key Results 

• End User Satisfaction
• Operational Excellence
• End User Productivity

Educational Qualifications 

• Bachelor’s Degree in Computer Engineering, Electrical and Electronics Engineering or any IT related degree. (2.2/ Upper Credit Minimum)

Functional Skills:

• Experience providing superior customer service and support
• Experience working effectively in a team environment, communicating effectively, resolving issues efficiently, and contributing to the improvement of the infrastructure.
• Proven knowledge and understanding of TCP/IP, SMTP, SNMP, VPNs, and security methodologies.
• Thorough knowledge of voice and data communications techniques and technologies.
• Domain knowledge of Asterisk-based PBX
• Work Experience:
• 1-2 years directly related work experience in a technical helpdesk position supporting Windows 7, 8 & 10, Microsoft Office tools or open source alternatives, and business applications in a business environment.
• Other Requirements
  • Knowledge of multiple desktop programs, configuration and debugging techniques.
  • Experience supporting Windows 7, 8 & 10, Open source Office productivity tools like Libre Office, Mail clients (like Thunderbird, Outlook), Asterisk-based PBX, basic hardware issues, desktops, laptops, printers, and mobile devices both in person and remotely.
  • Strong work ethic, detail-oriented as well as excellent oral and written communication skills.
  • Sound problem resolution, judgment and decision-making.
  • Strong interpersonal and organization skills, successful in working both independently and in a team environment.
  • Strong problem solving skills.