Client Support Analyst at a Trading Company - Fadac Resources and Services Limited

Fadac Resources and Services Limited - Our client is a leading trading company based in Nigeria that specializes in the exportation of high-quality cocoa beans and cashew.

They are recruiting to fill the position below:

Job Title: Client Support Analyst

Location: Lagos
Employment Type: Full-time

Job Responsibilities 

• Provide first-line technical support for IT-related issues via phone, email, chat, and in-person interactions.
• Diagnose and troubleshoot hardware, software, network connectivity, and application problems.
• Effectively troubleshoot problems with desktops, laptops, mobile devices, printers, VoIP systems, software applications, and network connectivity.
• Utilize remote support tools to connect with users and resolve technical issues remotely.
• Provide on-site technical support as needed, including travel to other Sunbeth locations to resolve issues.
• Create and update work logs, a knowledge base of common issues and solutions, and other support documentation to improve team efficiency and empower users to self-serve.
• Contribute to the ongoing development and maintenance of a comprehensive knowledge base, ensuring accuracy and relevance of information.
• Log, track, and manage support tickets using the IT ticketing system. Ensure timely resolution of tickets and follow up with users to confirm satisfaction. Aggregate support tickets to identify trends and recurring issues.
• Escalate complex or unresolved technical issues to the appropriate IT team members in a timely and effective manner.
• Adhere to IT processes and procedures in all support activities. Follow up on IT processes and procedures in discharging their duties.
• Assist with user account management, password resets, and access provisioning within Microsoft 365 (including Entra ID or Azure AD).
• Provide support for business applications, including the ERP system, SharePoint (site libraries and lists), Outlook & Calendars, Teams, and OneDrive.
• Be aware of security incidents and report any suspicious activity according to established procedures. Track security incidents and ensure they are properly documented.
• Maintain knowledge of commonly used hardware, software, and troubleshooting techniques. This includes setups, configurations, maintenance, and updates.
• Assist with IT asset management, including tracking hardware and software inventory.
• Train and guide users on IT best practices, security policies, and new technologies.

Job Requirements

• Bachelor’s Degree, HND or post graduate diploma or certificate in computer, IT or engineering fields
• 2-3 years of experience in a client support, help desk, or technical support role.
• Experience supporting Microsoft 365 applications
• Strong knowledge of Windows operating systems (MacOS is an added advantage)
• Experience with Microsoft 365, Active Directory (Entra ID/Azure AD), and Exchange administration.
• Familiarity with networking concepts (TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshooting).
• Experience supporting enterprise applications, collaboration tools, and SaaS solutions.
• Good knowledge of cybersecurity principles and endpoint protection.
• Hands-on experience with ticketing systems.
• Ability to troubleshoot printers, VoIP systems, and mobile devices.
• Ability to multitask and prioritize tasks effectively.
• Attention to detail when documenting issues and resolutions

Application Closing Date
16th February, 2025.

How to Apply
Interested and qualified candidates should send their CV to: hephzibah.a@fadacresources.com using the Job Title as the subject of the mail.