IT Specialist at Teleperformance Kenya

Description

Functional Responsibilities

• Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
• Virtual desktop troubleshooting for remote staff.
• Perform laptop, desktop, printer and hardware setup and configurations.
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
• Works with Help Desk and Operations staff as a level 2 resource to determine and resolve problems received from clients.
• Interacts with numerous computer platforms in a multi-layered, client server environment. Ensures desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
• Trains and orients staff on use of hardware and software.
• Recommends and / or performs upgrades on systems to ensure longevity.
• Works with procurement staff to purchase hardware, software and related supplies.
• Assesses functional needs to determine specifications for purchases.
• Assists infrastructure engineering and support resources in maintaining LAN/WAN and telecom systems, including physical installation and other support as required.

Standard General Security Roles and Responsibilities

• Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role.

Physical Demands & Work Environment

• While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination.

Responsibilities

Educational Qualifications & Professional Qualifications

• Experience in desktop support role
• Level > 3 years
• Extensive experience supporting end users in a geographically-dispersed technology environment.
• Strong organizational skills and attention to detail.
• Strong verbal and written communication skills in English (business fluent)
• Organization sensitive and able to maneuver between various / conflicting interests.
• Having the drive to realize objectives and combine various goals as a personal ambition.
• Great ability of thinking outside set paths and able to produce several solutions to different situation
• Highly skilled in presenting data, creating, and presenting PowerPoint presentations to global audience and industry leaders
• Being able to build strong and positive relationships in a complex international environment
• Excellent problem solving, judgment and decision-making skills
• Empathic personality who can understand the feelings of others and reflect on them

Key Interactions (Stakeholders / Departments)a) Internal         

All employees:

• Provide overview of supporting technologies as it relates to their job duties.
• Troubleshooting of staff computers and related devices.
• Participate in work planning for existing and new clients.

External

Vendor and Clients

• Troubleshooting of technical desktop computing equipment and software, particularly for tools provided by clients for production operations.