**JOB PURPOSE** This role involves diagnosing hardware or software faults and resolving the issues. The incumbent will manage, maintain, and repair IT systems. He/she acts as the first point of contact for users who need technical support. The incumbent will work to resolve issues and escalate unsolved problems to the relevant support teams. **RESPONSIBILITIES AND DUTIES** - Maintenance and monitoring of computer networks and systems. - Logging the queries of customers and employees. - Analysis of call logs to discover any underlying issues or trends. - Diagnosing and solving hardware or software faults. - Testing and evaluating new technology. - Performing electrical safety checks on the company’s computer equipment. - Responding to call-outs in a timely fashion. - Following instructions, either written or in diagram form, to set up a system or fix a fault. - Identifying hardware and software solutions. - Troubleshooting technical issues. - Diagnosing and repairing faults. - Resolving network issues. - Installing and configuring hardware and software. - Speaking to customers to quickly get to the root of their problem. - Providing timely and accurate customer feedback. - Talking customers through a series of actions to resolve a problem. - Following up with clients to ensure the problem is resolved. - Receive, manage, prioritize, escalate, close and communicate about errands from users and vendors - Replacing or repairing the necessary parts. - Providing support in the form of procedural documentation. - Managing multiple cases at one time. - Testing and evaluating new technologies. - Conducting electrical safety checks on equipment. - Ensure quality in tickets, knowledge articles and self-service - Quickly identify when issues are more complex and gather appropriate information to triage to more senior instances - Author, edit and publish quality knowledge base content to improve self-service resources - Assist with the implementation of agreed remedies and preventative measures - Provide input and help out to identify areas of improvement that could increase user experience and reduce reported issues - Identify and suggest how to improve way of working in the support and run processes to serve users more efficiently and better - Proficiently and consistently resolve basic issues for all supported solutions **KNOWLEDGE AND SKILLS** - Writing case notes and error logs - Hardware & software diagnosis - Basic knowledge service desk tools - Knowledge of administration in active directories (e.g. users, computers, security groups and distribution lists) - Attention to detail and good problem-solving skills. - Excellent interpersonal skills. **QUALIFICATIONS AND EXPERIENCE** - BSc. In Computer Science/Engineering or a related field. - Preferred graduate degree - 1-3 years of relevant experience in a customer focused position involving technical knowledge in IT or IT helpdesk functions or in Application support. **DESIRED ATTRIBUTES AND BEHAVIOURAL COMPETENCIES** - Collaboration, transparency, safety, and trust - Good written and verbal communication. - Ability to communicate well with others - Initiative - Flexibility **Salary**: $3,000,000 - $7,000,000 per month