Job Description Responsible for offering 1st line support and technical assistance to users of software applications, hardware, network and other ICT related challenges. Document and troubleshoot presented ICT problems through analytic tests then assign unresolved issues to the relevant ICT staff for further follow up and resolution. Main Duties Responding to user queries through chat, email, or phone Assist in training users and new staff on troubleshooting and diagnosing ICT problems Assist in writing, editing, and revising training manuals for new and updated software and hardware Providing technical assistance for questions and problems Resolving problems with software applications, hardware, networks and other ICT systems Making follow ups with users to ensure full resolution of issues Requesting and documenting user feedback and/or monitoring calls and other methods of correspondence to improve ICT support services and training methods Running reports to analyse common complaints and problems Installing or changing software to fix issues Remotely accessing hardware or software for users to make changes and fix problems Required Qualifications for the Position Relevant Diploma in Computer Science Over 2 years working experience in ICT technical support in a busy environment preferably in the hospitality industry Certification in ICT equipment repair and maintenance, network or software applications support/maintenance would be an added advantage Follow us on Telegram, Twitter, Facebook, or subscribe to our weekly newsletter to ensure you don’t miss out on any future updates. Send vacancies to info@techtrendske.co.ke.
