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Position: IT Support- level 1
Location: Nairobi
Employment type: Full time
Our client, an international organization who is a leading provider of language interpretation services, is seeking to recruit an IT Support level 1.
The successful candidate will be responsible for providing first-level technical support across a wide range of IT systems, including network infrastructure, IP routing, telecommunications, PC and peripheral troubleshooting, and basic application support. This role is the first point of contact for users reporting issues and ensures timely resolution or escalation. Excellent problem-solving skills and a focus on customer service are key.
Duties and Responsibilities:
Incident Management:
- Act as the first point of contact for users seeking technical assistance via phone, email, or ticketing systems.
- Log and categorize incoming incidents and service requests in the ticketing system.
- Provide regular updates to users on the progress of their issues.
PC & Peripheral Troubleshooting:
- Diagnose and troubleshoot basic hardware issues, including desktops, laptops, monitors, keyboards, mice, speakers, microphones, and printers.
- Perform hardware checks and configurations (e.g., USB ports, connections, device drivers).
- Assist with basic software troubleshooting for operating systems (Windows, macOS) and standard office applications.
- Install, configure, and support PC peripherals (e.g., printers, scanners, external drives)
Network & Telephony Support:
- Troubleshoot basic network connectivity issues (e.g., LAN, WAN, wireless).
- Support IP routing configurations and perform basic diagnostics on routers, switches, and firewalls.
- Assist in troubleshooting DNS, DHCP, and TCP/IP network issues.
- Provide initial support for VoIP and traditional phone system issues.
- Troubleshoot basic telecom connectivity problems, such as dropped calls or connection failures.
Basic Application Support:
- Provide first-level support for enterprise applications (e.g., Microsoft Office, CRM systems).
- Assist with password resets, account configurations, and basic application errors.
- Troubleshoot basic issues related to software installations and functionality.
Collaboration:
- Work closely with Level 2 and Level 3 teams to escalate and resolve more complex issues.
- Collaborate with other IT teams on cross-functional projects as needed.
Required Skills and Qualifications:
Technical Skills:
- Experience with diagnosing and troubleshooting hardware (desktops, laptops, printers, peripherals).
- Basic knowledge of networking concepts (TCP/IP, DNS, DHCP) and IP routing.
- Basic understanding of telecommunications systems (VoIP, analog systems).
- Ability to support operating systems (Windows, macOS) and common office applications (Microsoft Office, Google Workspace).
- Experience with enterprise ticketing systems (e.g., ServiceNow, Jira).
Soft Skills:
- Strong troubleshooting and problem-solving skills.
- Excellent verbal and written communication skills.
- Strong customer service orientation and interpersonal skills.
Qualifications:
- CompTIA A+ or Network+ certification (preferred).
- ITIL Foundations
- 1-2 years of experience in a technical support or helpdesk role.
- Associate or bachelor’s degree in IT or a related field.
NB: Flexi Personnel does not charge candidates for job placement.