Technical Support Officer at Tezza Business Solutions Limited
Tezza Business Solutions Limited, is a leading Software Quality Assurance and Testing multinational with a regional office in Lagos, Nigeria. We are a Software Quality Assurance and Testing Services provider. Our primary goal is to be the "go to" Quality Assurance & Software Testing company in East and West Africa while developing offshore resources to fill test automation positions (and other hard to find software testing capabilities) in the North America and European markets.
We are recruiting to fill the position below:
Job Title: Technical Support Officer
Location: Lagos
Duties & Responsibilities
- Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support.
- Provide technical support to business users both remotely and face to face.
- Maintenance and support of central hardware, operating systems and utilities.
- Assist with the Installation, configuring, and support of the LAN and WAN and Internet systems
- Maintain network equipment, servers and users hardware and software
- Maintain effective relationships with vendors, consultants, and service providers
- Assist in software resting of new releases, proactively escalating issues
- Competence in PC network security issues, including virus protection and prevention
- Assist in the management of IT Assets
- Deliver outstanding customer service by responding to and efficiently resolving client issues and request
- Administer installations, including setting up new systems/hardware and promptly installing updates
- Support of the following would be highly desirable: Email Systems (Exchange), Windows 2008 Server Systems and Active Directory Account Administration.
- Troubleshooting and resolution of issues relating to business applications
- Installing/configuring new computers/telephones
- Troubleshooting IT equipment - printers, scanners etc
- Log all IT incidents and service requests to ensuring a timely resolution
- Perform SOD and EOD duties
Requirements
Experience:
- 1 to 3 years cognate experience in financial services/service oriented industry
Education:
- First degree in Computer Science / Engineering
- ITIL Certified (added advantage)
Key Competency Requirements:
- Network (voice & data) Cabling
- LAN & WAN technologies
- Microsoft suite- Exchange, SharePoint,
- BES Server/Mobile device Administration
- MIS reporting
- Some development experience
- Cross-funtional
- PC/LAN & Support Services
- Virtualization knowledge
- Operating system installation & configuration
- Troubleshooting and fixing Network cabling
- Configuring network devices
- PABX configuration and troubleshooting
Skill/Competencies:
- Ability to solve complex problems on own initiative
- Demonstrate working knowledge of Windows O/S and PC hardware as well a broad understanding of IP communication and technologies
- Understanding of business processes and workflows
- Ability to work independently and as a SPOC/ PM
- Strong written and oral skills, plus interpersonal skills
- Sound client service skills with proactive and creative approach