The IT Support Technician is part of the Technology department and is primarily responsible for inbound support tickets/inquires and resolving internal customer issues quickly. This individual must have professionalism, patience, and a people first attitude, while attention to detail is a must.
This individual will be responsible for assisting internal team members and service technicians by providing hardware and software technical support, diagnosing issues, provide basic training, while providing a stellar customer experience.

Duties and Responsibilities

• Maintenance of all IT equipment used by employees in the course of their duties
• Maintenance of company e-mail system and accounts
• Assistance in installation and configuration of network devices (e.g.: routers, access points)
• Front-line technical support for various software and hardware issues
• Diagnosis of problems affecting IT equipment and/or Internet connectivity
• Follow-up and supervision of third-party service-providers when they are onsite.
• Provide basic training to new employees on how to utilize any IT equipment required
• Identification of ways to improve the service provided by the IT department to the company

Formal Training / Education / Experience

• Advanced Diploma, Bachelor’s degree or equivalent award from a well-known institution
• Certifications such as Google IT Support is a plus
  Skills and Experience

• Minimum of 3 years IT Support experience required
• High-level of communication skills in English (Swahili or Afrikaans a plus)
• Ability to troubleshoot and solve problems quickly and without a high-degree of supervision
• Experience working at a technical support / help desk supporting a high number of employees at multiple locations
• Experience with Google Apps for Business (GSuite) required
• Experience setting-up, deploying, and servicing Microsoft Windows based desktops / laptops
• Experience setting-up and servicing mobile devices (e.g.: phones and tablets)
• Basic knowledge of networking configuration and maintenance
  • LAN/WAN
  • Wireless network setup and security
  • Experience with Ubiquiti devices a plus
• Experience with the installation and maintenance of GPS devices a plus
• Experience with the installation and maintenance of CCTV IP-based cameras a plus