Junior Systems and Support Engineer at Poa Internet

Overall Responsibility:

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.     

Role Responsibilities:  

• Monitor servers, applications, and network infrastructure using established monitoring tools.
• Detect, respond to, and resolve alerts, incidents, and performance issues in a timely manner.
• Perform initial troubleshooting, maintain accurate records of issues and resolutions in the ticketing system.
• Support routine maintenance tasks such as software updates, patching, and backups.    
• Maintain and update technical documentation and knowledge base articles for recurring issues.
• Escalate complex issues  to Senior Engineers and work closely with them to resolve complex incident resolutions 
• Provide clear, timely communication to internal users/customers on issue status and resolution timelines.

Academic Qualifications:

Degree in Information Technology , Computer Sciences, Telecommunication, or related discipline.

Key Competencies required for the role:

• Minimum 1 year of service desk experience handling Level 1 support issues.
• Proficiency across Windows, Linux, ChromeOS, and macOS environments.
• Skilled in administering and managing Google Workspace.
• Strong ability to prioritize, troubleshoot, and resolve IT problems promptly.
• Proficient in remote desktop tools such as TeamViewer, AnyDesk, and RDP.
• Solid understanding of IT software, hardware, and basic network setup.