ICT Support Engineer

This position will be reporting to ICT Client Service Coordinator .The incumbent will ensure that the End user calls are timely attended to, efficiently resolved, escalated and closed, also multi-task and provide helpdesk services, ensure end user calls are received, logged, assigned, follow up on the same and where necessary provide timely and reliable phone, remote assistance support on wide range of user problems. Escalate calls promptly and ensure generation of Helpdesk Operations Service Reports on a monthly basis or periodically whenever required by management for Decision Support.

Responsibilities

• Planning in Liaison with Support Section Coordinator to ensure proper support of Faculty, Students and all users by making routine
• To learn all the systems, hardware, Software and networks that we support within the institution.
• Ongoing routine maintenance checks on hardware Status, User System utilization and stabilization, one on one guidance on queries arising from the users about the HIMS module features that the users may require guidance on
• Participate in Audio Visual support services with main focus been seamless support but no limited to zoom, skype and Webex meetings for Faculty members.
• Ensuring that Hardware for end users was properly distributed, Upgraded as case may be; to users in readiness for the Implementation of HIMS, and give a complete inventory Documentation to the Helpdesk Officers for filling and Updating.
• Any other duty as assigned by your supervisor

Requirements

• Diploma or Degree in Information Technology
• KCSE with a minimum of Grade of C
• Helpdesk Management, Customer Care
• Added Advantages: MCSE/A, CISCO (CCNA), N+, A+
• Mac operating System support is a must
• Good working knowledge in Audio Visual support i.e. Video Conference, Zoom and Webex
• Good working knowledge of MS Outlook is a must
• Excellent communication skills both written and Oral
• Ability to manage time and prioritize tasks
• Ability Conveying facts clearly
• Ability to Troubleshoot Printers will be an added advantage