Job Objectives:

• Provide first level support for official collaboration and messaging tools.
• Timely response to issues logged on Jira
• Support/provide technical support to all Kuda personnel on technology-based incidents
• Responding to user requests for assistance, diagnosing and resolving basic hardware and software problems, and escalating complex issues to senior staff.
• Installing and configuring software and hardware, ensuring systems are up-to-date with security patches and updates, and assisting with the deployment of new applications
• Recording details of user requests, troubleshooting steps, and resolutions in a ticketing system or knowledge base.
• Checking the performance and technical support of computers, printers, and network devices, CCTV cameras, access doors and escalate issues .
• Helping new employees set up their IT equipment and access and removing access for departing employees.
• Managing multiple tasks, prioritizing issues, and keeping accurate records.
• Familiarity with operating systems (Windows, macOS), common software applications (Microsoft Office suite), and basic networking concepts
• User and device access provisioning and management.
• Provide first and second level support for official collaboration and messaging tools.
• Manage requests and incidents on official IT Service Management ticketing tool.
• User provisioning (Onboarding and Off-boarding) and management of official workspaces: Azure, Google workspace, Jira, Nerve, Kuda Suites,
• Notion, Looker, Slack and other platforms for collaboration and messaging.
• Manage 3rd party application integration On Azure.
• Manage integrations from Google to other Cloud platforms.
• Ensure effective license management for applicable cloud services.
• Provide user support for Kuda Contact Center functional tools like Xcally.
• Develop and manage relevant, updated, functional policies and procedures as applicable to the team.
• Develop and manage functional standard operating manuals across all applicable processes.
• Ensure the availability of an updated asset register
• Put in place security configurations and settings across managed platforms in alignment with global standards.
• Maintain current IT & Compliance processes
• Identify system requirements, recommend technology purchases, plan and implement services and technologies to improve security and efficiency
• Participate in disaster recovery testing exercises and business continuity planning for business-critical systems

Requirements

• B. Sc. (Computer Science)/B. ENG ; MCP, CCNA, ITIL
• Minimum of 0-3 years total experience
• Good Writing & Communication Skills
• Understanding of Windows Client and Servers Operating Systems
• Understanding of Google workspace
• Good personnel management skills
• Excellent Knowledge of Business Processes
• Basic Understanding of IT Governance, ISMS, ITIL practices, PCIDSS.
• Inquisitive, intuitive and excellent problem-solving skills
• Strong Analytical and Numerical skills
• Acquiring more skills in IT/Information management and personnel management.