Level 1 Field Support Officer (FSO) at Blue Pearl PTY Limited

Blue Pearl is a market-leading CLOUD Solutions developer with extensive knowledge and insight into the latest technologies, standardised processes, advanced technical capabilities and consulting processes available, ensuring wholistic success for our clientele. We offer professional consulting to compliment your business strategy and overall management and make it our priority to add value to any business by listening, analysing and creating a conducive solution that will empower our client.

We are recruiting to fill the position below:

Job Title: Level 1 Field Support Officer (FSO)

Location: Lagos, Nigeria
Job type: Contract

Job Description

• We are seeking a Level 1 Field Support Officer (FSO) to provide on-site technical support and assistance to end-users, ensuring smooth operation and prompt resolution of technical issues.
• The FSO will respond to support requests, troubleshoot hardware and software issues, and escalate more complex problems as needed.
• This role is ideal for someone with strong interpersonal skills and a foundational understanding of IT support.

Key Responsibilities
Technical Support and Troubleshooting:

• Provide first-level technical support for hardware, software, and network issues to on-site users.
• Diagnose and resolve technical issues related to desktops, laptops, printers, and mobile devices.
• Assist with basic troubleshooting for network connectivity issues and escalate more complex network issues to higher-level support.

Incident Response and Escalation:

• Log all support requests and incidents in the helpdesk system, documenting resolutions and any follow-up actions.
• Escalate unresolved issues to Level 2 or Level 3 support teams when necessary, ensuring a timely and efficient resolution.
• Communicate effectively with users regarding issue status, expected resolution times, and follow-up actions.

Installation and Configuration:

• Set up and configure workstations, peripherals, and software applications for new and existing users.
• Perform basic installation, configuration, and updates of software and operating systems.
• Maintain an inventory of IT assets and ensure all equipment is accounted for and tracked.

Customer Service and End-User Training:

• Provide excellent customer service to end-users, ensuring a positive support experience.
• Educate users on basic troubleshooting steps and promote best practices for IT usage.
• Assist users with questions regarding software applications, basic functionality, and IT policies.

Documentation and Reporting:

• Maintain accurate and detailed records of support activities, incidents, and resolutions.
• Generate routine reports on support requests, incident resolution times, and customer satisfaction.
• Contribute to knowledge base articles and documentation for common issues and solutions.

Qualifications

• Education: High School Siploma or equivalent; a certification in IT support (e.g., CompTIA A+, ITIL Foundation) is a plus.
• Experience: 1+ years of experience in IT support or a customer-facing technical support role.
• Technical Knowledge: Basic knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common desktop hardware.

Skills and Competencies
Technical Skills:

• Basic troubleshooting knowledge for hardware and software.
• Familiarity with remote support tools and ticketing systems.
• Understanding of network basics and IP configurations is a plus.

Soft Skills:

• Strong customer service orientation with effective communication skills.
• Ability to work independently and manage time effectively.
• Problem-solving mindset with attention to detail.

Application Closing Date
Not Specified