Job description
Reporting directly to the Head of Administration, the Hardware/Software Support Representative is responsible for troubleshooting, developing and improving all elements of Mr. Green Kenya Hardware and Software requirements
Key responsibilities:
Troubleshooting system and network problems and diagnosing and solving hardware or software faults
Typical Hardware; smart phones, electronic scales
Typical Software; Smart phone applications
Installing & configuring computer hardware operating systems and applications
Monitoring and maintaining computer systems and networks
Respond to employee inquiries concerning system software, applications and hardware faults
Hardware fixings both remotely and in person
Escalate to third parties issues that require out of scope assistance.
Follow employee issues through to completion to ensure resolution and employee satisfaction have been achieved.
Assist in creating technical documents, and training material
Provide work direction, problem resolution, and training to other technical support personnel
Assist the training process by answering questions, providing technical information and conducting hardware and software demonstrations, both remotely and in person
Participate in offsite travel to employee/company locations, training and other required facilities as appropriate.
Assist the Helpdesk by logging tickets during busy periods.
Assist in the technical delivery of project work, taking ownership as appropriate
Additional responsibilities as required
Person Specification:
Able to demonstrate:
A good working knowledge of Windows operating systems and hardware. (Windows 7, 8, 8.1, 10)
Experience in Windows Server, Active Directory and Exchange.
Working knowledge of network technologies.
Good knowledge of monitoring tools and solutions
Good communication skills, with experience in dealing with less IT literate users.
Desirable, but not essential:
Technical Certifications
Required Behaviors:
Proactive worker willing to take on a variety of tasks
Builds productive working relationships across teams and employees
Communicates effectively and flexes styles to influence colleagues
Balances resources and energy on business priorities