
It Desktop Engineer
Corporate Staffing Services
Nairobi | Full Time | IT
Closing in 2 months ago
Your Roles and Responsibilities:
- Use of ticketing system to track customer issues from initial diagnosis, through troubleshooting, and into resolution or escalation.
- Aid with computer and mobile hardware and software, printing, office products, electronic messaging and audio-visual technology.
- Conduct troubleshooting using documented procedures and available tools.
- Act as customer advocate/liaison to other support staff.
- Initiate escalations as appropriate to ensure management is aware of problems that are severe in nature or that exceed documented targets.
- Install and configure Computer and Mobile hardware and software in accordance with published policies/procedures.
- Deployment and recovery of computer and peripheral equipment.
- Installs, configures, and supports hardware, software and peripherals to end user workstations.
- Performs IT-related Move/Add/Change duties for all employees.
- Perform IT-related setup, support, and breakdown for large meetings, including audio-visual equipment.
- Track IT hardware assets and their respective configurations for potential reuse or retirement.
- Create and document routine IT processes and procedures.
- Balance the demands of daily and routine assignments with long-term projects.
- Develop strong relationships with internal customers, vendors, affiliates, and peers.
- Maintain physical presence at designated service locations to support the employee base.
- Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position
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Required Qualifications/Skills:
- Minimum 3-5 years of Service Desk/IT Help Desk experience in an enterprise environment.
- Demonstrates sound judgment in selecting methods and techniques for obtaining solutions
- Ability to work independently with minimal supervision
- Proactive and curious mindset
- Excellent coordination skills and a team player
- Ability to identify issues and escalate as needed
- Excellent written and oral communication skills
- Strong professional interpersonal and customer service skills
- Ability to resolve technical issues under pressure
- Demonstrated clear and effective verbal & written communication skills.
- Excellent Customer Service experience and follow through with attention to detail.
- Expertise with Windows operating system and Office 365 suite and other Microsoft applications and
- Experience with IT Knowledge Base and ticketing system.
- Experience applying ITSM best practices to Incident and Service Requests management.
- Knowledge of Azure Active Directory.
Preferred Qualifications:
- Apple Device Certification, Windows certifications, KCS certification, CompTIA A+, and/or other relevant certification or training
- Working knowledge in the use of audio-visual equipment
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How to Apply
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