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Level 1 Support at

4 months ago

Nairobi, Nairobi Area, Kenya Stratostaff Full time

At Stratostaff we design, implement and manage workforce solutions for large, specialized or routine staff complements giving you the opportunity to focus on your core business.


PROFILE INTRODUCTION
Our client is a well-established technology leader, with a widespread presence across Africa.

They are dedicated to efficiently delivering quality products to their customers and are seeking a highly skilled Level 1 Support to join their team.

As a Level 1 Support, you will be crucial in handling basic queries and resolving straightforward issues.

The Level 1 (L1) support will be the point of contact between Client and vendor, utilizing basic technical knowledge to support IT initiatives and provide first-level technical information and understanding of the ITIL processes.

Key Duties and Responsibilities

Responding to customer inquiries, incidents, service requests (etc.)
Providing basic troubleshooting and guidance to customers in resolving their issues.
Knowledge of a wide range of computer systems software, applications, hardware, networking, and communications.
Answering FAQs related to applications, hardware, network or general questions.
Provide FCR (First Call Resolution) in case of any basic issues.
Create, Respond, and Analyze tickets and assign severity for Incidents/Issues/Service Requests.
Logging customer interactions and creating support tickets for tracking purposes.
Log all the required details about the Incident and assign them to the relevant team(s).

Provides call-outs for severity one issue to appropriate Level 2 response personnel, documents and transfers tickets requiring Level 2 response, maintains the opening and closing of tickets for tracking purposes, and tracks call response metrics for internal process improvement efforts.

Escalating unresolved issues or complex problems to higher-level support tiers (e.g., L2 or L3 support) when necessary following a defined SOP.

Performs routine technological systems support, maintenance, and testing for proper upkeep of systems e.g. stop/ restart, log rotation, and system availability reports.
Ability to perform routine preventive maintenance on systems software, applications, hardware, networking, and communications.
Knowledge of current technological developments/trends in area of focus.
Strong interpersonal and communication skills and the ability to work effectively with different teams.

MINIMUM REQUIREMENTS:
Bachelor's degree in Computer Sciences/IT or any other related field.
ITIL Certified.

The position requires a minimum of one (1) year of previous Technical Support experience, supporting enterprise-level software solutions preferably in the Telecom/Banking Sector.

Analytical skills and the ability to derive meaningful decisions out of data and fact-based information.
Proficiency in Windows/Linux Operating Systems, Microsoft Office and ticketing applications.
Excellent knowledge of MS Excel, PowerPoint, Database Tools (SQL), and Scripting.
Self-driven, ability to work independently or as part of a project team with limited supervision