Flexi Personnel Level 2 Desktop Support Job
- Published date: January 6, 2022
- Category: Customer Service & Support
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- Location: Nairobi, Nairobi
- Jop type:
- Salary: Ksh Not mentioned
- Company name: Jobs in Kenya
Job Description
Level 2 Desktop Support Job, IT Jobs Kenya 2021,
Type of employment: consultant
Position: Level 2 Desktop support
Industry: IT industry
Reporting to: Team lead
Our client, a global provider of IT Resources, IT Managed Services and flexible, ad-hoc IT Resource and Project Support is seeking to recruit a Level 2 Desktop support.
Responsibilities
- Provide 2nd Line onsite desktop and application support services to end users
- Troubleshoot and resolve incidents relating to Desktop operating systems and mobile devices
- Repair hardware and peripheral faults in conjunction with warranty providers
- Take ownership of personal ticket queues and support colleagues when necessary to improve customer satisfaction whilst achieving contractual SLAs
- Operate cohesively with the service desk team to maintain service levels
- All work undertaken must be logged via a Service Desk Reporting Tool and this must be kept up to date and accurately and clearly indicate the incident details and remedial actions
- Escalate all critical and high priority incidents to line and senior management
- Report recurring incidents to problem analyst teams and line management
- Proactively contribute to service improvement initiatives
- Provide technical expertise and assistance on project assignments
- Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices
- Must be able to work alone and unsupervised, taking the initiative when necessary
- Has an understanding and respect for service delivery processes
Behavioral skills required:
- Must have very good customer facing skills and be well presented
- Must have an assertive, confident, positive and a professional manner
- Ability to engage and communicate effectively with colleagues and customers alike
- Demonstrates independent and pro-active thinking
- Highly organized with the ability to adapt to different working environment seamlessly
- Builds effective relationships both within the team and across the business scope
Technical skills
- Experience of operating within a Service Desk environment and team, supporting users either remotely or onsite and managing tickets through an Incident Management tool
- Excellent all-round knowledge of Windows Desktop Operating Systems, with recent support experience in Windows 7 and 10
- Excellent support experience with mobile devices g. tablets and smartphones running iOS and Android OS
- Working knowledge of current and legacy hardware platforms
- Strong background in supporting latest Microsoft Office suite on Windows and Mac platforms with recent
- Good Knowledge of TCP/IP and Network configuration at a Desktop OS level
- Enterprise level support of Active Directory and Exchange for troubleshooting, configuration and administration activities
- Previous experience in the creation of technical support documentation
- Enterprise support of Microsoft Office 365, desktop and Admin
- Knowledge of Service Management processes g. ITIL
- Previous experience working in a managed service environment working to defined scope and with strict SLAs
- Exposure to Infrastructure technologies – Server, Networks etc
- Working knowledge of Mac OSx, Latest Windows OS (preferably A+, MCP or MCSE qualified) and related Office applications.
- Basic knowledge of LAN/WAN, TCP/IP Protocol, Citrix, routers and switches
- Basic experience of Support/administration of Windows servers
- Basic experience with Windows Server and associated architecture/services (Active Directory, Group Policy, server roles, DHCP, DNS, IIS)
- Installation, configuration and troubleshooting of hardware and software
Qualifications
- BSc degree in Information Technology
- Minimum 3-5 years’ experience in 1st and 2nd level Support, at least 3+ years at level 2
How to Apply
To apply send your CV to: recruit@flexi-personnel.com latest by 17th January 2022. Indicate Level 2 Desktop Support on the email subject for easier retrieval and placement.
NB: Flexi Personnel does not charge candidates for job placement
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