Jobs 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

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Overall Responsibility

Systems Engineers are responsible for the design and implementation of networked computer systems. They plan, install and configure the hardware and software used in a computer network and provide ongoing maintenance and technical support to users.

Key SMART Results for A-Player Success

• Have implemented efficiencies to ensure that systems availability never goes below 98.5% on daily maintenance of the application systems in operation even as we scale. Currently on 99% - Ongoing
• Have implemented proper process analysis, documentation and resolution of incidents/problems through root cause analysis of operational systems in partnership with Support team members - End of Q3 2022
• Have defined change management processes to ensure all production changes are made in accordance with life-cycle methodology and risk guidelines, and are proactively communicated with relevant stakeholders - End of Q3 2022
• As subject matter expert, have developed training materials and content to transfer skills to less experienced team members to support department requirements - End of Q4 2022
• Have implemented documentation and tracking processes for IT related inventory management to track IT assets - End of Q3 2022

Key Competencies Criticality (H,M,L)

• Linux / UNIX administration - H
• Database Administration (MySQL,SQLite, Postgres) - H
• Experience in developing under the following languages and frameworks: PHP, Drupal, JavaScript, HTML/CSS, Twig, REST and JSON - M
• Software as a service platforms: Freshworks, Jira - M
• Advanced networking (firewalls, routers, IP management) - M
• WordPress - M

Mandatory Criteria if Any with no exceptions to hire.

• Experience as a Senior and Network Administrator with at least 5 years experience
• At least 2-3 years experience in Software development preferably in PHP framework
• Supported and directly been part of support for rapid large scale growth organisation including countries in East Africa
• Worked at a startup and worked with management and been involved with the transition from startup to scaleup
• Operated in a business with similar Values and DNA to Poa to ensure cultural alignment