IT Jobs, Helpdesk Jobs, Career Opportunities,
Help Desk Support Analyst II
Job Highlight:
- In this role, you will be based in Nairobi office and provide Tier I & Tier II support in a high volume capacity responding to calls among a small team. You will be supported by the Global IT Team.
- You will report to the IT Technical Manager and to the WRI Africa Director of Finance and Operations.
What will you do:
- Escalate priority support issues to senior staff or corporate technology groups
- Collect and forward all relevant information prior to escalation to allow senior staff to operate efficiently
- Maintain a positive working relationship with business lines and other departments
- Prioritize and schedule work as necessary to maintain department service level agreements
- Maintain and monitor department mailbox
- Update and maintain cases in a timely fashion
- PC hardware and software procurement
Wireless and remote connectivity troubleshooting
- Enhance team productivity by helping others
- Provide technical supervision on small projects
- Write clear and concise technical documents
- Adhere to department policies and procedures.
What will you need:
- Education: You have a completed bachelor’s degree in Computer Science or related area. Relevant certifications are desirable, in particular related to Microsoft (AZ-104: Microsoft Azure Admnistrator or SC-900: Microsoft Security, Compliance, and Identity Fundamentals)
- Experience: You have 3+ years of full-time, relevant working experience, including experience with:
- Providing troubleshooting support within a small or large systems team
Application support
- Supporting users in a remote/help desk environment
- Endpoint or workstation, Dell preferred
- Providing support for Windows 10 or 11 in a corporate environment
- Providing support for MS Outlook
- Providing support for MS 365 suite desktop and web apps
- Azure or Endpoint Manager
- Languages: You are proficient in written and spoken English. Skills in a second language desirable
- Requirements: Existing work authorization is required where this position is based. WRI is unable to authorize visa work authorization.
Method of Application
Interested and qualified? Go to World Resources Institute (WRI) on jobs.jobvite.com to apply