Technical Specialist at Anheuser-Busch InBev

⏲ Jan 6, 2021, 5:53 AM
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AB InBev (International Breweries Plc) is the world's leading brewer. We produce over 500 beers, including world-famous brands such as Budweiser, Stella Artois and Corona. Local Africa brands such as Carling Black Label, Hero, Kilimanjaro, 2M, Eagle and we want like-minded, hard-working and passionate people to join our teams in Africa.

We are recruiting to fill the position of:

Job Title: Technical Specialist

Location: Port-Harcourt, Rivers
Employment Type: Full time

Job Description

An exciting opportunities exist for highly skilled and result driven Technical Specialist in our Port Harcourt Brewery of International Breweries Plc, Nigeria reporting to the Technical Operations Manager - Infrastructure.
The incumbent will install and maintain computer systems and networks in order to ensure smooth operations while delivering IT support using a broad range of technologies.

Duties and Responsibilities

General user support of all company devices and software
Troubleshoot and provide resolutions to issues and outages
Build an internal knowledgebase with technical documentation, manuals and IT policies
Support, configure, maintain and upgrade our networks and in-house servers
Ensure the Resolved Status Service Level Agreement (SLA) is not breached by resolving tickets timeously
Ensure that tickets are updated in line with the Process (With approval from the customer and a valid reason)
Answer user inquiries regarding computer software or hardware operation to resolve problems timeously
Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
Refer major hardware or software problems or defective products to vendors or technicians for service
Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities on the relevant systems
Ensure that tickets are acknowledged before they breach the Ticket Acknowledgement SLA
Quality Assurance Management - Ensure that a QA average of 98% is achieved on all call management assessments individually, based on ticket management quality
Customer Experience: Excellent customer service delivered daily to avoid escalations, customer complaints and re-opening of calls
Provide active resolution on all calls or emails logged for IT assistance within the agreed upon SLA timeframes
Train others in computer interface or software use

Qualifications

Bachelor's degree in computer science or related field
Experience with databases, networks (LAN, WAN) and patch management
Knowledge of system security (e.g. intrusion detection systems) and data backup/recovery
Experience with firewalls, Internet VPN’s remote implementation, troubleshooting, and problem resolution is desired
IT Certification will be an advantage (e.g. ITIL, CCNA, CCNP, MCSA, MCSE)
Minimum of 2 years’ experience in network admin, systems support or similar role
Excellent knowledge of best practices around management, control, and monitoring of server infrastructure

Key Competencies and Attributes: