I.T Support Specialist

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 staff
  • Support remote users via remote support software and phone
  • Resolve issues or escalate to other support entities as needed
  • Answer calls placed to the Support Desk, gather information and take corrective action from the information gathered
  • Resolving hardware, software and networking issues for computers and peripherals.
  • Ensure each work station has a computer, monitor, keyboard, mouse, and any additional specialized equipment
  • Support 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 supplies
  • Support the operation of computer peripherals such as scanners, printers, switches, wireless routers, and biometric devices.
  • Assign users and computers to proper groups in Active Directory
  • Support conference room and AV equipment (TV, conference phones, video conference systems etc.)
  • Develop training manuals and IT documentation
  • Follow up with staff to ensure issue has been resolved

Qualifications and Education Requirements

  • Minimum of computer systems higher diploma, Bachelor’s degree preferred
  • Minimum 3 to 5 years’ experience in a high profile and fast-paced Help Desk/Desktop Support environment required supporting at least 50 users
  • Excellent customer service skills required
  • Candidate can work with minimal supervision and demonstrate superior team skills
  • This person must be able to perform in a fast paced, high volume environment
  • Ability to multi-task
  • Exceptional verbal and written communications are needed
  • Ability to prioritize and quickly resolve issues
  • Proven ability to effectively and efficiently research complex technical problems using the internet, written literature, vendor support and colleagues.
  • Effective prioritization and project management skills
  • Attention to detail is critical when documenting work performed on incidents, service requests, and change records

Preferred Skills

Technical Skills:

  • Must be proficient in Microsoft software including Operations Systems
  • Experience with cisco routers and networking protocols
  • Troubleshooting 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 problems
  • Printer 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 purchases
  • Familiarity 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.gozambiajobs.com as the source of this job advertisement.

Don't Miss Another Job Opportunity !

Join over 15,000 people who get notified daily. Enter your Email Address and subscribe for free.

(Visited 7 times, 1 visits today)