Junior Systems and Support Engineer at Poa Internet

Overall Responsibility

Junior Systems and Support Engineer is responsible for providing technical support to staff in person and remotely. It's all about solving problems from the moment they are contacted until the user issues are resolved.

Key SMART Results for A-Player Success

• Ensured timely resolution of IT user support requests within defined SLA of 1hr resolution time and timely escalations of next-level support needs - Ongoing
• Ensured timely setup of on-boarding account setup and application installations at least 1 day before join date - Ongoing
• Have configured networks to ensure systems are up to date on patches & fixes to achieve optimal application functionality - End of Q3 2022
• Have developed FAQ and How-To documentation on common technical queries to achieve quick resolution or self-support to staff - End of Q3 2022
• Have implemented a defined plan to improve IT CSAT (Customer Satisfaction) score and improved on the metrics - End of Q4 2022
• Have developed reporting and monitoring metrics and dashboard/report on system performance and error logs - End of Q3 2022
• Department stage of development where this role sits (starting, preparing for scale, scaling, mature)
• Prepare for Scale / Systemisation / Team Building / Management and Motivation

Key Competencies Criticality (H,M,L)

• Proficiency in managing and administrating Google Workspace - H
• Exceptional ability to prioritize and diagnose IT problems and provide timely user support - H
• Proficiency in Chrome OS Support a plus - M
• Proficiency in remote desktop (Team-viewer, Any-desk, RDP) - H
• Proficiency in help desk software, such as Fresh-desk and Zen-desk - H
• Knowledge of IT software, hardware, and network setup - H
• Ability to read and understand code - M

Mandatory Criteria if Any with no exceptions to hire.

• At least 1 year Service desk experience handling L1 issues
• Have directly been part of support for rapid large scale growth organisation including countries in East Africa
• Have good interpersonal communication, problem solving and troubleshooting skills
• Operated in a business with similar Values and DNA to Poa to ensure cultural alignment
• Proficiency in Windows, Linux and Mac OS environments