IT Systems Support Analyst at ENGIE Energy Access

ENGIE Energy Access is one of the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa, with a mission to deliver affordable, reliable and sustainable energy solutions and life-changing services with exceptional customer experience. The company is a result of the integration of Fenix International, ENGIEMobisoland ENGIEPowerCorner; and develops innovative, off-grid solar solutions for homes, public services and businesses, enabling customers and distribution partners access to clean, affordable energy.

ThePAYGosolar home systems are financed through affordable installments from $0.19per day and themini-gridsfoster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities. With over 1,700 employees, operations in 9 countries across Africa (Benin, Coted’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1.2million customers and more than6million lives impacted so far, ENGIE Energy Access aims to remain the leading clean energy company, serving millions of customers across Africa by 2025.

We are recruiting to fill the position below:

Job Title: Nigeria IT Systems Support Analyst

Location: Lagos
Department: Customer Experience
Reporting To: IT Systems Engineer

Job Objective 

• We are seeking for a highly motivated and disciplined technical support assistant to join our team for our Network infrastructure and call center communications platform. 
• Key responsibilities will include improving the reliability, performance and availability of the existing systems (Network and call center) in a scalable and flexible manner, integrate and facilitate optimal network solutions using best practices and build effective solutions for our call center demands. 

Key Responsibilities 

• Ensure the maintenance of internal network infrastructure
• Procurement and maintenance of Call Center technical Infrastructure
• Provide technical support to ensure employees are able to work effectively
• Ensure computer security procedures are adhered to and manage work tools inventory  for the company
• Integrate and facilitate optimal network solutions using best practices to ensure Company operations remain unaffected.

Deliverables and Activities:

• Reliability and performance of existing network and call center systems in a scalable and flexible manner
• Ensure the scalability needed for our call center demands
• Updating of IVR and USSD channels to aid customer engagement
• Purchase of computer systems and other IT related equipment for staff onboarding
• Maintenance of stock of computers and other IT related equipment belonging to Fenix
• Ad Hoc and support assignments to ensure optimal up-time for internal stakeholders.

Required Skills & Experience 

• IT Vocational Institute certifications and experience or Relevant Bachelor’s Degree
• 1 - 3 years Linux system administration experience
• Adequate system, network debugging and troubleshooting skills
• Experience working with VoIP, SIP, TDM, and related technologies
• Experience with Asterisk, Kamailio etc
• Experience setting up an internal network in an organisation
• Experience designing and developing call centre solutions
• Experience customising existing call centre solutions
• Ability to rapidly build and test new services and features
• Excellent written and verbal communication skills in English.

Highly Desired Skills: 

• Working knowledge of IP networking and configuration
• Good people skills
• Ability to organize, multi-task and prioritize tasks
• Ability to make recommendations to effectively resolve problems or issues.

Application Closing Date
Not Specified.