IT Support Specialist

ID
2020-10888

Position Type
Permanent (Full Time)

Department
PS - Delivery

Location
Senegal

Overview
NSC Global is currently looking for a Level 1 IT Support Specialist to join our growing company.

NSC Global provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity.
Our goal is to partner with world-class enterprises, helping them become more agile, create commercial advantage and build quality through design, deployment, support and management of their global IT communications.

NSC Global is a US Cisco Global Gold Certified Partner with a corporate headquarters in London, UK and a US headquarters in Mason, Ohio. Please review our website at www.nscglobal.com for more information on our organization.

Responsibilities

• Provides an effective interface between users and service providersService Desk, including external commercial suppliersOEMs where applicable. This interface includes documenting problems, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.
• Assists users in making more effective use of desk-top systems, products and services. Makes initial diagnosis of any problems and advises known solutions where applicable.
• Installs or removes hardware and/or software, using supplied installation instructions and tools; follows agreed standards. Agrees the timing of the work with those affected, eg users, operations management.
• Conducts tests of the hardware and/or software affected using supplied test procedures and diagnostic tools. Corrects malfunctions, calling on help from more experienced colleagues if required. Documents results in accordance with agreed procedures.
• Reports details of all hardware/software items that have been installed and removed so that configuration management records can be updated.
• Provides specialist guidance and advice to less experienced colleagues
• Ensures that all requests from users for assistance are handled promptly and effectively; is pro-active to ensure that users make effective use of the facilities available to them.
• Demonstrates commitment and ingenuity in expert application of available facilities to non-standard situations, diagnosing underlying causes of difficulties, and devising solutions or workarounds to ensure that the effect on operations is minimised.
• For all requests that cannot be directly resolved, provides an effective interface at the highest level between users and service providers; ensures that priority setting and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved.
• Regularly monitors the incidence, status and speed of resolution of enquiries and problems; is pro-active in devising improvements and recommending changes to systems, products or services.
• Provides users with information on the medium and long-term plans and policies of the organisation for the provision of desk-top systems, products and services and advises on the impact of such plans.

Qualifications
• Acquires job skills and learns / adheres to company policies and procedures. Complete routine tasks pertaining to computer hardware, software or operating system support.
• 0-2 Years Minimum
• Technical college degree or comparable experience, subject area:
• Computer science.
• A+ Certification;
• Must achieve Baseline OEM Certifications which include any of the following, depending on assignment:
• Dell Desktop / Laptop, HP Desktop / Laptop / Printer, Lenovo Desktop / Laptop, Lexmark Printer, IBM Printer