Vacancies at Nation Media Group

Role Overview

• The Service Desk Analyst will be responsible for providing first-line technical support to internal users within the set SLAs. This role involves responding to support requests via various channels (phone, email, chat, or ticketing system), troubleshooting issues, and ensuring a high level of customer satisfaction. The ideal candidate should have strong problem-solving skills, a solid understanding of IT systems, and a passion for helping others.

Primary Responsibilities:

First-Line Support:

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware, and network connectivity.
• Act as the first point of contact for IT support, logging incidents and service requests in the company's ticketing system.
• Diagnose and resolve issues remotely or escalate to second-line support when necessary.
• Educate and train users on best practices for IT system usage, security, and software to minimize future issues.

Ticket Management:

• Efficiently manage and prioritize tickets, ensuring timely and accurate resolutions in line with Service Level Agreements (SLAs).
• Track and update tickets with relevant information, providing clear and regular communication to users regarding issue status and resolution.
• Escalate priority support issues to the 2nd level support team(s)

User Account Management:

• Assist in creating, modifying, and managing user accounts, passwords, and permissions in systems such as Active Directory or other Identity Management platforms.

Software and Hardware maintenance:

• Provide support for operating systems (Windows, macOS, Linux) and standard office applications (Microsoft 365, Microsoft Office).
• Assist with the installation, configuration, and troubleshooting of computer hardware, printers, and peripheral devices.
• Participates in new software testing and deployment as needed.

Knowledge Base Management:

• Document common issues, solutions, and workarounds in a shared knowledge base to streamline future support requests.
• Identify trends in user requests and recommend proactive measures to reduce future incidents.

Remote and On-Site Support:

• Provide remote support to users via remote desktop tools, and when necessary, offer on-site support to resolve more complex hardware and software issues.

Academic Qualifications

Bachelor's degree in information technology or its equivalent from a recognized institution.

Experience

• Two (2) years of relevant experience.
• Experience with ticketing systems and remote support tool
• Experience with Active Directory, user account management, and password resets.

Certifications

IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator.

Skills and Attributes

• Conversant with working in a Microsoft Windows environment and office productivity tools.
• Experience with macOS, an added advantage
• Basic networking knowledge (TCP/IP, DNS, VPN).
• Familiarity with ITIL practices and IT service management (ITSM) frameworks.
• Self-starter with desire and ability to learn new skills.
• Good communications skills, technical aptitude, detail oriented.
• Customer service focus.
• Ability to work unsupervised and a high degree of dependability required.
• Ability to work well with colleagues as a team member.

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Role Overview

• The System Administrator will be responsible for the day-to-day management, support and maintenance of the company's IT infrastructure. This role involves ensuring that servers, systems and related infrastructure run efficiently and securely to support business objectives. The ideal candidate will have a strong understanding of system architecture, network administration, cybersecurity best practices, and cloud technologies.

Primary Responsibilities

• Install, configure, and maintain servers (physical and virtual), storage systems and network devices.
• Manage the installation and configuration of software, applications, and security updates.
• Manage user accounts, permissions, and access controls via Active Directory or other identity management tools.
• Monitor system performance, uptime, and resource utilization, ensuring optimal functionality.
• Troubleshoot and resolve hardware, software, and network issues in a timely manner.
• Apply operating system updates, patches, and configuration changes regularly.
• Implement and maintain backup, recovery, and disaster recovery plans for critical systems and data.
• Ensure regular backups are conducted and periodically test data recovery processes.
• Administer network infrastructure including firewalls, routers, switches, and wireless systems.
• Ensure security best practices are followed across all systems and infrastructure, including regular security audits and vulnerability assessments.
• Monitor for potential security threats and implement countermeasures such as firewalls, antivirus software, and intrusion detection systems (IDS).
• Provide technical support to end-users, troubleshoot issues, and ensure efficient problem resolution.
• Provide training and documentation to staff on the use of systems and tools.
• Analyze system logs and identify potential issues with computer systems.
• Recommend and implement system improvements to increase efficiency and reliability.
• Research and deploy new technologies and tools to improve system performance.
• Create and maintain detailed documentation of system configurations, changes, and standard operating procedures.
• Generate reports on system performance, issues, and resolutions for management review.
• Work closely with the IT team to ensure all systems integrate smoothly.
• Coordinate with vendors for system-related upgrades, repairs, and software licensing.

Academic Qualifications

Education: Bachelor's degree in computer science, Information Technology or its equivalent from a recognized institution.

Experience

• Four (4) years of experience in systems administrator or similar role.
• Experience with operating systems (Windows Server, Linux, macOS), and virtualization technologies (VMware, Hyper-V).
• Familiarity with virtualization technologies and cloud computing (AWS, Azure, etc.).
• Knowledge of networking protocols (TCP/IP, DNS, DHCP, etc.).

Certifications

• Preferred certifications include CompTIA Server+, Microsoft Certified: Windows Server, VMware Certified Professional (VCP).

Skills and Attributes

• Proficiency with server hardware and software, including backup and recovery systems. Strong understanding of network protocols, firewall management, and security configurations. Strong analytical and problem-solving abilities, capable of troubleshooting complex systems issues. Excellent communication skills for user support and collaboration with other IT staff and stakeholders. Ability to work on multiple tasks while maintaining high standards of quality and accuracy. Ability to work well with colleagues as a team member.