Role and Responsibilities
The IT Support Specialist’s responsibilities include front line IT support and customer service for company computers, network devices, AV equipment, applications and platforms. Under general supervision, providing the highest level of customer service, the IT Support Specialist answers incoming calls, tracks all information, uses a knowledge base tool along with their expertise to resolve Level 1 & 2 requests in a timely fashion. The IT Support Specialist escalates unresolved incidents/requests to the proper level 3 support.
Face-to-face IT support for staffSupport remote users via remote support software and phoneResolve issues or escalate to other support entities as neededAnswer calls placed to the Support Desk, gather information and take corrective action from the information gatheredResolving hardware, software and networking issues for computers and peripherals.Ensure each work station has a computer, monitor, keyboard, mouse, and any additional specialized equipmentSupport client PC Refresh’s: replacing old computers with new computers provided by client; data and settings migration from old computers to new computers; and scheduling appointments
Support computer and peripheral moves for staff moving offices or cubicle locations
Prepare new hires’ computers with all necessary hardware and software components, and create their profiles (install printers, map drives, setup outlook email, bookmarks etc.)
Logging and keeping good records of Inventory and computer suppliesSupport the operation of computer peripherals such as scanners, printers, switches, wireless routers, and biometric devices.Assign users and computers to proper groups in Active DirectorySupport conference room and AV equipment (TV, conference phones, video conference systems etc.)Develop training manuals and IT documentationFollow up with staff to ensure issue has been resolved
Qualifications and Education Requirements
Minimum of computer systems higher diploma, Bachelor’s degree preferredMinimum 3 to 5 years’ experience in a high profile and fast-paced Help Desk/Desktop Support environment required supporting at least 50 usersExcellent customer service skills requiredCandidate can work with minimal supervision and demonstrate superior team skillsThis person must be able to perform in a fast paced, high volume environmentAbility to multi-taskExceptional verbal and written communications are neededAbility to prioritize and quickly resolve issuesProven ability to effectively and efficiently research complex technical problems using the internet, written literature, vendor support and colleagues.Effective prioritization and project management skillsAttention to detail is critical when documenting work performed on incidents, service requests, and change records
Must be proficient in Microsoft software including Operations SystemsExperience with cisco routers and networking protocolsTroubleshooting experience with the following applications: Microsoft Windows 7-10,) Microsoft Office Suite 2013-2016, Active Directory, Office 365, Exchange Online, Security software, VPN (SonicWALL, citrix, cisco, remote desktop etc.), Server 2008-2016 (a plus), VMware (a plus)Troubleshooting experience with the following hardware: PC components (monitors, hard drive, memory etc.), printers, scanners, wireless access points, AV equipment (projectors, conference phones, video conference equipment), desktop switches/routers etc.Experience using commands prompts for refreshing group policy, flushing DNS, and troubleshooting basic LAN and WAN connectivity problemsPrinter maintenance to include printer troubleshooting; replacing toner and other consumables like fusers, waste cartridges, maintenance kits, order, etc.Experience providing analysis and recommendations for information technology requirements and purchasesFamiliarity with ITILv3 or related service delivery frameworks a plus
Note: Applicants should be members of ICT Society of Zambia (ICTSZ)
Please mention the position in the subject email. Please ensure that you mention www.zambia.jobsportal-career.com as the source of this job advertisement.