Role Description

This is a full-time on-site role for a Morden Work Place Support Engineer at Sight and Sound Computers Limited in Nairobi County, Kenya.

Duties

• To take ownership of user problems and be proactive when dealing with user issues.
• Respond to enquiries from staff and help them resolve any hardware or software problems.
• Maintain a log of any software or hardware problems detected and share this with the IT Management.
• Support users in the use of ICT equipment by providing necessary training.
• Administer Hardware stock for all IT equipment incl. annual Inventory.
• Request new Hardware need to IT Management on a timely manner
• Engage with the global Service desk on resolving issues on user’s computers, accounts, access, etc.
• Support the users in the use of equipment in meeting rooms and manage support of the same.
• Assist Users in requesting Ticketing tool and the establishment of rights and privileges in the Network
• To allocate more complex support issues to other resolver Groups / Support functions.
• Oversee and update proactive assigned support service requests from IT Management.
• Handle daily technical support activities on Laptop support, data, network, patch network cable, end user computing, software, and server management.
• Setup computers, IT devices and peripherals, and test network connections.
• Set up new hardware according to the required standards using provided toolsets
• Set up new servers and applying base hardener scripts and initial configuration
• Install and test Laptops, new OS and MS upgrades, local software applications and internet browsers.
• Adhere to policies as per corporate manuals and directives.
• Setup computers and install software for various applications and programs.
• Interact with technical staff and global services on network problems and their resolution.
• Production system support
• Install individual software as decided
• First diagnosis of software issues and incidents
• Installation of production specific equipment

Qualification

• Bachelors Degree in Information Technology or its equivalent
• Senior Support Engineer, with at least 3 years of experience in the deliverables listed above
• Preferable experience from IT support in office and / or production companies.
• Experience in following areas: Microsoft applications software such as Office 365, MS teams etc. Microsoft Active Directory, Windows 10, Network patching, Cisco IOS (basic understanding), MS Products & Collaboration tools and VPN Solutions, end-user (incl. remote) support.