Junior IT Support Officer at Dry Associates Limited Investment Jobs in Kenya
- The successful candidate will be responsible for providing technical assistance, troubleshooting, and ensuring a high level of customer service. The role requires proficiency in various technical aspects, excellent communication skills, and a commitment to maintaining security standards.
Key Responsibilities
Technical Proficiency:
- Basic knowledge of operating systems (Windows, Linux)
- Understanding of computer hardware and peripherals
- Familiarity with network concepts and troubleshooting
- Knowledge of common software applications and productivity tools
Troubleshooting Skills:
- Ability to diagnose and resolve hardware and software issues.
- Analytical and problem-solving skills
- Familiarity with remote desktop support tools
Customer Service:
- Strong customer service and communication skills
- Patience and the ability to explain technical concepts to non-technical users.
- Active listening skills to understand user issues.
Communication:
- Clear and concise written and verbal communication
- Ability to create user documentation and guides.
- Effective communication with team members and other IT professionals
Time Management:
- Prioritization of tasks to meet service-level agreements (SLAs)
- Efficient multitasking to handle multiple support requests.
Ticketing Systems:
- Experience with IT service management tools and ticketing systems
- Ability to log, track, and manage support tickets.
Documentation:
- Documenting troubleshooting steps and issue resolutions
- Maintaining an organized knowledge base for common issues and solutions
Customer Training:
- Providing basic training to users on IT systems and applications
- Assisting with and improving onboarding processes for new employees
Security Awareness:
- Basic understanding of IT security principles
- Adherence to security policies and procedures
Team Collaboration:
- Collaborating with 2nd and 3rd line support teams when necessary
- Participating in team meetings and contributing to a positive team culture
Adaptability:
- Willingness to learn and adapt to new technologies and procedures.
- Keeping up to date with industry trends and best practices
Professionalism:
- Maintaining a professional and courteous demeanor
- Understanding and adhering to organizational policies and protocols
Reporting Structure
- Reports to Head of IT & Or Senior IT Officer as needed.
Hours
- Standard Required 40 hours per week or as required by the IT Manager
Educational Requirements
- Relevant IT Certifications: Certifications such as CompTIA A+, Network+, or Microsoft Certified: Windows 10 are beneficial.
- Ongoing Professional Development: Given the dynamic nature of the IT field, a commitment to continuous learning through workshops, seminars, and staying abreast of industry trends is highly valued.