ICT Technical Officers - Nairobi & Mombasa - 2 Positions at Siginon Group

JOB PURPOSE

• Reporting to the ICT Infrastructure & Service Manager, the job holder will be responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions

RESPONSIBILITIES:

• Serve as the first point of contact for employees seeking ICT technical assistance.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided.
• Direct unresolved issues to the next level of support personnel / service provider and follow up to ensure resolution.
• Provide excellent customer service to IT users.
• Record events and problems and their resolution in logs and follow up with customers to ensure issues have been resolved.
• Follow-up and update customer status and information.
• Analyze call logs to spot trends and underlying issues.

Education, Professional Qualifications & Work experience

• Bachelor degree in Information Technology
• 2 – 3 years’ work experience in IT Support role
• Professional Certifications

Skills & Competencies

• Excellent Planning & Organizing/Work Management Skills.
• Excellent communication and interpersonal skills.
• Excellent Teamwork/Collaboration ability.
• Excellent IT Technical Skills
• Customer & Quality Focus
• High level of integrity.