Technical Support Specialist

4 weeks ago

Nairobi, Nairobi Area, Kenya Andersen in Kenya Full time

ABOUT THE COMPANY

Andersen in Kenya is a member of Andersen Global, an international association of member firms with more than 3,500 professionals worldwide, nearly 500 global partners and a presence in over 111 locations through its member firms and collaborating firms. The professionals of Andersen Global all over offices in the world share a common background and a vision. We value open communication, information sharing and inclusive decision making. Andersen tax professionals provide best-in-class client service in a seamless fashion across the globe. In Kenya, we are highly regarded as being amongst the leading tax and business advisors in the region, having developed a reputation for high-quality, forward-thinking and practical advice.

JOB SUMMARY

Basic QualificationsBachelor's degree in Computer Science, Information Technology, or related field Technical Support Specialist3-4 years of experience in a similar role, preferably in a corporate environmentStrong knowledge of computer hardware, operating systems, and software applicationsFamiliarity with networking concepts and protocolsAbility to work independently and collaboratively in a team environmentStrong communication and interpersonal skillsCertification in relevant IT disciplines (e.g., CompTIA, Microsoft, Cisco) is a plus

RESPONSIBILITIES

Hardware Maintenance:Install, configure, and upgrade desktops, laptops, printers, and other hardware devices.Diagnose hardware problems and coordinate repairs or replacements as necessary.Maintain an inventory of IT equipment and track hardware assets.Coordinate with hardware vendors or suppliers, ensuring cost optimization along with efficiency of the hardware.Software Support:Ensure all software are updated and licensed.Install, configure, and update software applications used within the company.Provide training and assistance to employees on software usage and best practices.Troubleshoot software issues and collaborate with vendors for advanced support.Network Support:Assist with the setup and configuration of network devices such as routers, switches, and access points.Monitor network performance and troubleshoot connectivity issues.Implement security measures to protect against unauthorized access and data breaches.Data Storage and DR:Ensure all data is stored in a secure manner with central access along with segregation of duties and rights.Establish protocols for timely data back-ups.Develop a DR solution.Internal Support Desk:Respond to IT support requests from employees via email, phone, or in person.Troubleshoot and resolve hardware, software, and network issues in a timely manner.Assist with password resets, account setups, and access permissions.Documentation and Reporting:Maintain accurate records of IT support activities, including incident logs and resolution notes.Generate reports on IT performance metrics, such as ticket volume, response times, and resolution rates.Document standard operating procedures and user guides for common IT tasks.

REQUIRED SKILLS

Reporting, IT support, Documentation and record keeping

REQUIRED EDUCATION

Bachelor's degree

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