Hardware and Software Support at Mr. Green Trading Africa Kenya Ltd

Job description

Reporting directly to the Head of Administration, the Hardware/Software Support Representative is responsible for troubleshooting, developing and improving all elements of Mr. Green Kenya Hardware and Software requirements

Key responsibilities:

• Troubleshooting system and network problems and diagnosing and solving hardware or software faults
• Typical Hardware; smart phones, electronic scales
• Typical Software; Smart phone applications
• Installing & configuring computer hardware operating systems and applications
• Monitoring and maintaining computer systems and networks
• Respond to employee inquiries concerning system software, applications and hardware faults
• Hardware fixings both remotely and in person
• Escalate to third parties issues that require out of scope assistance.
• Follow employee issues through to completion to ensure resolution and employee satisfaction have been achieved.
• Assist in creating technical documents, and training material
• Provide work direction, problem resolution, and training to other technical support personnel
• Assist the training process by answering questions, providing technical information and conducting hardware and software demonstrations, both remotely and in person
• Participate in offsite travel to employee/company locations, training and other required facilities as appropriate.
• Assist the Helpdesk by logging tickets during busy periods.
• Assist in the technical delivery of project work, taking ownership as appropriate
• Additional responsibilities as required

Person Specification:

Able to demonstrate:

• A good working knowledge of Windows operating systems and hardware. (Windows 7, 8, 8.1, 10)
• Experience in Windows Server, Active Directory and Exchange.
• Working knowledge of network technologies.
• Good knowledge of monitoring tools and solutions
• Good communication skills, with experience in dealing with less IT literate users.

Desirable, but not essential:

Technical Certifications

Required Behaviors:

• Proactive worker willing to take on a variety of tasks
• Builds productive working relationships across teams and employees
• Communicates effectively and flexes styles to influence colleagues
• Balances resources and energy on business priorities