We are looking to fill the position of the ICT – Support Associate. The role reports to IT Manager and based in Nairobi. The role provides support to end users for hardware, software and business applications.
Main Responsibilities of the Job;
Business Applications Support
Provide Level 1 technical support and assistance to end-users who interact with the ERP systems SAP, Navision, Syspro, Synertrade, TALO, SAGE, Fleetwave, Pamoja Apps, Acacia System), addressing their questions, issues, and training needs.
Carry out periodic meetings with the business users to ensure customer satisfaction.
User Support
Provide timely and effective technical support to end-users, addressing hardware, software, and network-related issues through various channels, such as phone, email, or in-person.
Provide remote assistance to off-site users, troubleshooting issues and guiding them through solutions.
Diagnose and resolve technical problems, guiding users through step-by-step solutions and escalating issues when necessary.
Use problem-solving skills to identify recurring issues and implement preventive measures.
Service Desk Management
Logging and tracking support requests and incidents using a ticketing system.
Follow-up and closure of tickets within SLA (Service Level Agreement)
Hardware and Software Support
Ensure availability computers (desktops and laptops), printing services, audio visuals and terminal endpoints such as cash deposit machines, ETR machines, Queuing Systems
Assist with the setup, maintenance, and troubleshooting of computer systems, peripherals, and mobile devices.
Install, configure, and troubleshoot software applications and operating systems.
Assist in configuring and troubleshooting network connectivity issues, including Wi-Fi, Ethernet, and VPN.
Vendor Management
Collaborate with vendors and service providers to address issues, obtain support, and negotiate contracts or service level agreements.
Manage outsourced resources by ensuring that work is delivered as per contract SLA.
Training and User Education
Conduct training sessions and create user guides to help end-users effectively navigate and utilize the ERP system.
Project Management
Lead or contribute to ICT projects
Reporting
Avail reports within your domain as required by the Business
Knowledge, Skills & Experience
Minimum level of academic and professional qualification required to perform effectively in the role ;
Bachelor’s degree in Computer Science/IT or any related field
1-year relevant working experience
Knowledge of Windows and network operations
Windows 7/8/10/11 clients support
ERP Administration
Apply via :
cfaomobility.co.ke