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Senior HelpDesk Technician

Nairobi

  • Organization: IRC - International Rescue Committee
  • Location: Nairobi
  • Grade: Mid level - Mid level
  • Occupational Groups:
    • Technology, Electronics and Mechanics
    • Customer services
  • Closing Date:
Background/IRC Summary:  The Information Technology department supports the organization’s work by providing reliable and scalable application development and infrastructure for the IRC’s offices in the US and around the world, including many technologically challenging locations. 
 
Job Overview/Summary: The Senior Service Desk Technician will provide support to our end-users globally, and handle escalations from tier 1 tear 2 support, with the location in Nairobi, Kenya. Daily tasks may include though are not limited to:
 
Incident response, monitoring, investigation, project implementation, as well as basic operational support. 
Provide resolution of potential and actual service problems.
Supervise the prioritization of tickets, queue management, scheduling, and resource planning as per Service Desk Manager.
Mentor and oversee less experienced team members, and participate in performance reviews
Assist in the development, monitoring, and enforcement of knowledgebase that outline how problems are identified, documented, assigned, and corrected
Document Service Desk activities, identify problem areas, document resolutions, and devise and deliver solutions

Major Responsibilities: 
 
Customer Service and Communication 
Demonstrate an ability to communicate technical terms, IRC IT policies to end users in a service-oriented fashion.
Provide exemplary customer service across all levels of the organization
Provides technical advice and guidance relative to problems involving technical user issues. 
Troubleshoots and restores routine technical service and equipment troubles by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures. 
 
Technical Skills 
End User Device administration/configuration/support/troubleshooting
Use of tools and utilities: Responsible for the implementation, installation, maintenance, and support of End User Infrastructure 
Support equipment, software and connectivity for Windows workstations, PDAs, PCs Macintosh and printers, LAN, AV, Video conferencing, telephone. 
Responsible to implement known solutions to software and hardware problems and perform basic troubleshooting in their area of expertise.
Provide over-the-phone and on-site Level 2 assistance to users: problem identification, instruction, and resolution of problems and escalate when necessary. 
Design technical solutions for modules of a project, or to resolve most problems and select appropriate work procedures or approaches to address technical challenges.  
Conducts complete diagnostics of most business problems; anticipates implementation obstacles. 
Assist in of new technologies and other related tasks as needed.
Influence and propose new technologies to meet organizational needs.
 
Administrative Tasks & Record Keeping 
Create and validate knowledgebase articles and user documentation. 
Monitor the assigned queue(s) in the ServiceNow ticket system; run reports and analyze common complaints and problems
Log real time written journal entries documenting actions taken on all ticket requests. 
Close tickets within established service levels. 
Manage IT inventory, licenses, services, and support incidents. 
Supervise the prioritization of tickets, queue management, scheduling, and resource planning as per Service Desk Manager. 
Investigates and coordinates the resolution of potential and actual service problems and ensures that incidents and requests are handled within SLA and in professional, efficient and knowledgeable manner within SLA. 
Monitor and analyze service request/incident trends, anticipate potential problems for proactive resolution in ServiceNow and provided reports as requested.
 
Mentoring 
Mentor and supervise less-experienced staff with responsibility for their technical development, including internship programs.
Provide statistical and performance feedback and coaching on a regular basis to team members. 
Participate in Performance Management Reviews and report any problematic issues.

Key Working Relationships: 
Position Reports to:  Senior Manager Service Desk
Position directly supervises:  N/A
Indirect Reporting: 
Team Leads

Other Internal and/or external contacts: 
The technician will work independently and in a team setting is on daily bases. He/she will interact with vendors    as needed. 
Internal: Team Leads, Technicians, System Engineer, Desktop Engineer, Network Engineers, Knowledgebase Manager
External:  Vendors: Phone vendor, Printer Vendor, MAC support, Microsoft Support, and other as needed.

Job Requirements 
 
Education: College degree or equivalent certification
 
Work Experience:  
3-5 years of experience in help desk/desktop support position
Excellent consultative and communication skills, analytical ability, decisiveness, strong judgment, and the ability to work effectively with clients, IT management, staff and vendors. 
Strong organizational skills, able to prioritize and multitask.
Strong interpersonal skills and customer service skills.
Ability to work collaboratively in a team environment.
Must be dependable and have excellent written and verbal communication skills.
Ability to interact with various levels of employees throughout the organization, VIP support included.
Ability to relay technical information to non-technical business units.
Strong documentation skills.
 
Certificates or Licenses: A+ Certification, SCCM, ITIL

Other requirements
Windows 10 
Active Directory and ADManager Plus
PowerShell 
Network experience (TCP/IP, DNS, DHCP,VPN etc.) 
Office 365 
Sophos
Proopfpoint
MS phones
MS Intune Management

Working Environment:  The position will work in the Nairobi and is expected to be on-site. Standard office work environment. Ability to work 3 shifts.
 
The IRC and IRC workers must adhere to the values and principles outlined in IRC Way - Standards for Professional Conduct.  These are Integrity, Service, Equality and Accountability.  In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.
 

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Before applying, please make sure that you have read the requirements for the position and that you qualify.
Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.
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