Software IT Support Specialist Job in Nairobi Kenya (KShs 45K - 60K)

Job Title: Software IT Support Specialist

Industry: Information Technology
 

Location: Nairobi
 

Salary: Kshs 45,000 – 60,000

Our client is a leading IT company that focuses on using and developing main stream technology solutions that assist businesses enhance their core operations by surpassing their existing business expectations and achievements. 

They seek to hire a Software IT Support Specialist who is passionate about business and technology.

Purpose: To provide high level technical customer support, guidance, assistance and follow up of all proprietary software applications installed for the customers.

Duties and Responsibilities.

• Support of all proprietary software systems and any under development by developers.
• Maintain and develop working knowledge of proprietary software used by the customer and any other software and hardware required for the software to function effectively.
• Troubleshoot problems across but not limited to the following platforms: Windows XP, Windows 7, Windows 8, SQL Server and Windows Server. This includes initial diagnosis of operating system, software application, network and environmental problems at the client site.
• Follow in-house created software installation, implementation and fault resolution
• Instructions.
• Be on call when requested and work at the software support Helpdesk when needed/instructed.
• Prioritizing and managing many open support cases at one time.
• Solicit customer feedback to improve service and support.
• Undertake a wide range of technical duties; you’ll assist Project Managers with any      technical project issues
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
• Install, configure and train the customer on software. Continuously maintain and upgrade software applications at the client sites as required.
• Transfer knowledge on software and or support methodology to company employees.
• Support proprietary software via phone, email, web and remote access or site-visit.
• Under limited supervision respond to customers’ inquiries concerning support requests and systems status.
• Document in ticket troubleshooting software all pertinent end user identification
• information, including name, software in use, branch, contact information, and nature of problem or issue.
• Perform hands-on fixes at the desktop level, including installing and upgrading of proprietary software.
• Follow-up on specifics inquiries or requests to ensure customer satisfaction.
• Perform preventative maintenance, including the installation of service packs, patches, hot fixes, and so on.
• Field incoming problem tickets escalated from the helpdesk or from end users to resolve software issues as the first call support level and sometimes the second call support level.
• Assist and train the first support line group at the Helpdesk when they cannot resolve a problem that should be resolved at that level.
• Work continuously on a task until completion (follow up on escalated issues until full
• resolution)
• Liaise with implementation team, trainers, software developers and technical management to provide innovative solutions to customer issues.
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
• Track and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Create and maintain technical articles (Tips, FAQs, etc.) for publication in a software knowledgebase repository.

Skill and Requirements

• College diploma or university degree in the field of computer science, information systems.
• 1+ year experience in a help desk/ software support environment.
• At least 23 – 33 years old.
• Proficiency using Microsoft Windows 7/8/XP/Vista, Microsoft Office (Word, Excel, Outlook and PowerPoint) and other common PC programs.
• Familiarity with a relational database software - MS SQL a plus.
• Familiarity with software development environment - .Net (Vb + Asp) a plus.
• Familiarity with Crystal Reports a plus.
• Experience with Enterprise Resource Planning (ERP) and Customer Relationship
• Management (CRM) software a plus.
• Basic networking skills including working with TCP/IP, DHCP, DNS.
• Experience with remote access tools – Skype and TeamViewer.
• Basic hardware and software troubleshooting skills
• Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
• Ability to analyze software/database errors in a complex business environment.

How to Apply

If you are up to the challenge, posses the necessary qualification and experience, please send your CV only quoting the job title on the email subject (Software IT Support Specialist 45 – 60k) to jobs@corporatestaffing.co.ke before 24th November, 2014.

Kindly indicate current/last salary on your CV

N.B: We do not charge any fee for receiving your CV or for interviewing

Only candidates short-listed for interview will be contacted.