IT Analyst at Max.ng

MAX is on a mission to fix Africa’s notorious last-mile delivery and online-retail problems by using mobile and web platforms to connect consumers, retail businesses and independent drivers in real-time. We are eliminating all logistics and technology barriers that have historically prevented retail businesses in Africa from realizing their full potential.

Description

• Taking ownership of customer issues reported and seeing problems through to resolution
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Ask customers targeted questions to quickly understand the root of the problem.
• Track computer system issues through to resolution, within agreed time limits.
• Talk customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
• Provide prompt and accurate feedback to customers.
• Ensure all issues are properly logged.
• Prioritize and manage several open issues at one time.
• Follow up with customers to ensure their IT systems are fully functional after troubleshooting.
• Prepare accurate and timely reports.
• Document technical knowledge in the form of notes and manuals.
• Available for a specified internship period.

Requirements

• Extensive knowledge of desktop technologies: Windows, MS Office, email, virus/malware, phone configuration.
• Knowledge of Cloud & virtualization technologies: VMware, HyperV, AWS, Azure, Google Workspace.
• Experience providing desktop technical support to end users in a business environment.
• Experience solving complex IT issues within time constraints.
• Experience troubleshooting networking and firewall related issues.
• Solid PC hardware, software and Windows operating system knowledge- Excellent listening and communication skills.
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, IT Networks Analyst.
• Familiarity with remote desktop applications, help desk software and IT Automation.
• Familiarity with Information Security Controls and compliance,
• Ability to provide step-by-step technical help, both written and verbal.
• BSC degree in Information Technology, Computer Science or relevant work experience 3-5 Years.
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

Method of Application