End User Support-Engineer at Alfred and Victoria Associates

Alfred & Victoria Associates is one of Nigeria’s leading ICT solution based company. Our company offers a wide range of services which are in high demand of today’s emerging market. AVA has three major arms which have been streamlined to meet our customer's needs.

We are recruiting to fill the position below:

Job Title: End User Support-Engineer

Location: Lagos
Employment Type: Full-time

Job Objective

• The End-User Support engineer is primarily responsible for providing support to the end-users which should be reflected positively in periodic End-User Satisfaction Survey.

Responsibilities

• Responsible for supervising End User Support Engineers and their day to day activities and performance.
• Responsible in mentoring junior End User Support Engineers.
• Responsible for managing incident, request, problem, IMAC and escalation management.
• To provide support in operations in the domain of End User Support.
• Managing incident, request, problem & IMAC
• Support the following technologies: Windows 10, MS Office, Basic LAN /WAN Issues, Wi-Fi Configuration, Application Software Configuration, VOIP Phone, Software installations
• Providing installation, upgrade, configuration, and advanced troubleshooting on computers, peripherals, and communication devices and peripherals.
• Install, support and maintain PC applications in a Windows 10 environment
• Attend and troubleshoot end user tickets / incidents
• Escalate to respective resolver group
• Coordinate between users and resolver groups on P1,P2 and P3 incidents"

Academic Qualification

• BSc / HND in Computer Science / Engineering or other related Course.

Experience:

• 3 - 5 years’ with end user support, desktop support, and technical skills around Windows 10 & MS Office.

Key Skills & Competencies:

• Demonstrable experience providing both face to face and remote telephony based customer service and IT technical support.
• Experience working in a busy environment under pressure dealing with colleagues or customers that require help, advice and IT technical support.
• IT Service Management, IT End User or IT operational support experience desirable.
• Experience of communicating, managing and influencing business colleagues and stakeholders at all levels including VIP customers.
• Experience providing IT technical support in a windows environment working with desktops, laptops, tables, telephony solutions & smart phones.
• Demonstrable understanding and familiarity with concepts surrounding quality of service, service level management and service delivery.
• Experience of working with 3rd party suppliers in order to fulfil customer needs.
• Knowledge of the ITIL framework (or equivalent), the IT support lifecycle, associated methodologies and their practical application.
• Knowledge of ServiceNow and other relevant IT Service Management toolsets desirable.
• Experience working with Systems Thinking model and approach working.

Salary
Very Attractive.

Application Closing Date
3 pm; 14th April, 2022.