End User Support Engineer

POSITION TITLE: EUS Engineer

REPORTS TO: Country Manager

JOB LOCATION: Lusaka, Zambia

Brief about the company: iSON Technologies is a pan- African IT services company, headquartered in Dubai, with presence in more than 25 countries in Africa. iSON capitalizes on the strength of its core expertise and capabilities, across Service Providers, Tower Infrastructure Providers, Banking and Financial Services, Government, and Oil & Gas sectors. It leverages its deep domain and delivery expertise, methodologies and frameworks, partnerships and technology alliances, and secured, flexible, and futuristic delivery model to provide IT services across Africa. Our main line of business includes consulting and systems integration services, managed services, and outsourcing services.

JOB SUMMARY: Responsible for user support and customer service, being present and available to clients requiring technical assistance.

KEY SKILLS AND RESPONSIBIITIES

· Expert knowledge of operating systems, Windows 2000/NT/XP/Win7/Browser configuration options and troubleshooting.

· Efficient in End User Application Base application support.

· Respond to questions from all emails and callers.

· Become familiar with each client and their respective applications.

· Learn fundamental operations of commonly used software, hardware, and other equipment.

· Follow standard End User Support procedures; accurately log all Help Desk tickets using the defined tracking software.

· Attend all Training and Knowledge sharing.

· Become familiar with End User Support policies and services.

· Become familiar with the End client, concerned point of contacts and each team.

· Other duties as assigned by the Manager.

· Fluent communication skill.

· Willing to work in a 24/7 support environment

Desired Skills

· Microsoft Certification.

· Soft Spoken Skill- Prior support/EUS Experience preferred

· Ability to handle customers in a fast-paced environment.

· Able to multitask.

· Team Player.

Qualifications

· Bachelor’s Degree/ Diploma/Microsoft certification (Preferred).

· 1-2 Years Experience in providing Onsite support in Technical Assistance Center/Helpdesk/Customer care.

· Excellent troubleshooting, analytical, and communication skills.

· Ability to work effectively under pressure in a fast-paced, mission-critical environment.

· Familiarity with ITIL practices and service management frameworks.

If you meet the above requirements and are interested in the position, please share your CV to hr.africa@isontechnologies.com