Job Description
POSITION PROFILE
Position: Service Desk Support Technician
Location: Lusaka, ZM
Contract: Permanent
Probationary Period: 3 Months
Submissions: careers@netone.co.zm
Reporting Manager: Assistant Manager – Technical Services
Who’s Hiring?
NetOne is a leading technology services Group based in Lusaka, Zambia. Since its inception is 2007 the group has grown to be Zambia’s leading technology service provider offering a range of solutions including client computing and enterprise business solutions with long standing relationships with leading OEM manufacturers across the ICT sector. NetOne owns and operates Zambia’s first Tier III carrier neutral data offering colocation services, infrastructure as a service and software as service. NetOne also owns and operates the Swish Pay platform enabling digital payments from consumer to merchant. NetOne has been at the forefront of business digital enablement and has a strong track record in deploying leading Software Solutions both off-the-shelf and bespoke depending on individual business requirements.
The position will be directly responsible for supporting the various existing internal and external to repair and resolve hardware (laptop, desktop & printer) failures. The position will be required to handle all troubleshooting of computing devices, repair faulty devices and manage warranties including component replacements by following laid out procedures. Manage internal staff device troubleshoot, device management and device security including antivirus management.
If you are an individual that believes in career progression, methodical, innovative, fearless and want to be on the winning team, we are the team for you.
RESPONSIBILITIES
The duties of the job will include but are not restricted to:
•Serve as the first point of contact for both internal and external customers seeking technical assistance over the phone or email;
•Installs, configures, maintains, upgrades, repairs and replaces information management/information technology (IMIT) devices, PC components, peripherals, monitors, IP Phones, OS/Applications software, and interfaces, including transmitters, cabling, and communication outlets or network devices;
•Analyze and troubleshoot devices brought in for warranty related repairs to thoroughly assess the device and make appropriate recommendations for repair of the devices;
•Replace faulty components on laptops, desktops and other computing devices as necessary in line with the laid out repair protocols;
•Assign Users with devices and update device tracker.
•Make recommendations of device upgrade and decommissioning of devices as and when need arises.
•Prepare Job Cards, Repair Orders and Parts Requisitions for all device repairs and or warranty works;
•Service devices in accordance with Service Level Agreements with Customers.
•Document user requests and also update client trouble tickets with the current status of the issue;
•Ensure trouble tickets raised by users through emails, telephones or in-person are properly documented;
•Ensure to update tracker on all complaints raised including resolutions made to the complaints;
•Report on any feedback or suggestions by customers to the appropriate internal team;
•Follow-up and update customer status and information pertaining to jobs on hand; and
•Ensure adherence to reporting framework including weekly and monthly progress reports and job status.
Undertaking any other duties/tasks (as assigned) or responsibility required to ensure the achievement of the objectives of the job within the overall objective of NetOne Group.
KNOWLEDGE , SKILLS AND ABILITY
The following knowledge, skills, and abilities may be acquired through a combination of formal schooling, self-education, prior experience, or on-the-job training.
•A Diploma or Degree in Information Technology or Computer Science
•CompTIA A+ Certification, ITIL Foundation Certificate (V2) Certification is added advantage
•Candidates should have at least 2 years of experience in hardware repairs and maintenance specifically laptops and desktops.
•Proven experience as a help desk technician or other customer support role
•Member of an ICT professional Body with valid Practicing Certificate
•Good problem-solving, analytical, and team-working skills.
•Must have good customer service, Management and Organizational Skills
•Must have good specialized skills in Technical Support, Help Desk Support, Operating Systems, Active Directory
•Capability to make informed decisions quickly
•Excellent communication and interpersonal skills.