IT Support- Level 1 Job Flexi-Personnel
IT Support- Level 1 Job. IT Jobs in Kenya
Duties and Responsibilities:
Incident Management:
- Act as the first point of contact for users seeking technical assistance via phone, email, or ticketing systems.
- Log and categorize incoming incidents and service requests in the ticketing system.
- Provide regular updates to users on the progress of their issues.
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PC & Peripheral Troubleshooting:
- Diagnose and troubleshoot basic hardware issues, including desktops, laptops, monitors, keyboards, mice, speakers, microphones, and printers.
- Perform hardware checks and configurations (e.g., USB ports, connections, device drivers).
- Assist with basic software troubleshooting for operating systems (Windows, macOS) and standard office applications.
- Install, configure, and support PC peripherals (e.g., printers, scanners, external drives)
Network & Telephony Support:
- Troubleshoot basic network connectivity issues (e.g., LAN, WAN, wireless).
- Support IP routing configurations and perform basic diagnostics on routers, switches, and firewalls.
- Assist in troubleshooting DNS, DHCP, and TCP/IP network issues.
- Provide initial support for VoIP and traditional phone system issues.
- Troubleshoot basic telecom connectivity problems, such as dropped calls or connection failures.
Basic Application Support:
- Provide first-level support for enterprise applications (e.g., Microsoft Office, CRM systems).
- Assist with password resets, account configurations, and basic application errors.
- Troubleshoot basic issues related to software installations and functionality.
Collaboration:
- Work closely with Level 2 and Level 3 teams to escalate and resolve more complex issues.
- Collaborate with other IT teams on cross-functional projects as needed.
Required Skills and Qualifications:
Technical Skills:
- Experience with diagnosing and troubleshooting hardware (desktops, laptops, printers, peripherals).
- Basic knowledge of networking concepts (TCP/IP, DNS, DHCP) and IP routing.
- Basic understanding of telecommunications systems (VoIP, analog systems).
- Ability to support operating systems (Windows, macOS) and common office applications (Microsoft Office, Google Workspace).
- Experience with enterprise ticketing systems (e.g., ServiceNow, Jira).
Soft Skills:
- Strong troubleshooting and problem-solving skills.
- Excellent verbal and written communication skills.
- Strong customer service orientation and interpersonal skills.
Qualifications:
- CompTIA A+ or Network+ certification (preferred).
- ITIL Foundations
- 1-2 years of experience in a technical support or helpdesk role.
- Associate or bachelor’s degree in IT or a related field.
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