IT Helpdesk / Network Support Officer

Job Summary

To provide Tier 1 support to staff via phone, email and chat by asking appropriate questions, and use knowledge / resources to diagnose and resolve their issues. Ensure network infrastructure and access to internal and external resources are always available to authorized persons only. Escalate issues that extend beyond Tier 1 span of control.

Job Details

OPERATIONAL RESPONSIBILITIES

Installing and configuring computer hardware, software, systems, networks, printers, and scanners.
Monitoring and maintaining computer systems, and network.
Responding in a timely manner to service issues and requests.
Providing technical support across the company (this may be in person or over the phone).
Setting up accounts for new users.
Repairing and replacing IT equipment, as necessary.
Liaise with 3rd party Solution. Providers/Vendors to ensure compliance with SLA’s and agreed service standards.
Maintain the company’s IT Asset Inventory.
Escalate issues to the next Tier with next level of difficulty.
Adhere to firm Change Management, Problem Management policies and familiarity with ITIL, ISO 27001 or other formalized IT operations foundations.
Installing and configuring computer networks and systems.
Identifying and solving any problems that arise with computer networks and systems.
Consulting with clients to specify system requirements and design solutions.
Budgeting for equipment and assembly costs.
Maintaining existing software and hardware, and upgrading any that have become obsolete including but not limited to – PC’s, Laptops, Printers, CCTV, Access Control, etc.
Monitoring computer networks and systems to identify how performance can be improved.
Providing network administration and support.

Core Skills

Strong computer skills and the ability to troubleshoot and diagnose problems.
Familiarity with both PC and Mac hardware and software.
Experience with network repairs and analysis.
Good customer service skills.
Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience.
Writing and editing skills to aid in writing and updating manuals.
Specific knowledge of other required computer systems for different work environments.

Requirements

Qualification

Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).

Minimum Experience

1 - 2 years experience in IT Support.
1 - 2 years of experience as an enterprise systems administrator in a client or server environment.
Good understanding of Network Terminologies – TCP / IP, Routing, Firewalls, DNS, FTP, SFTP.
Knowledge of directory services, Active Directory, and open Directory.
Extensive Knowledge of Service Desk Solutions, e.g., JIRA.
Knowledge of Windows Server and Mac OS X Server Products.
Knowledge of Exchange and SMTP.
MCSA certification Preferable.
CCNA/CCNP certification Preferable.

About Company

VFD Group PLC

https://vfdgroup.com/

VFD Group has been building an industry-agnostic proprietary investment company with a portfolio of over 40 businesses across various sectors and geographies, creating innovative products and solutions for the African market, since 2009. With extensive multi-sector expertise, VFD Group seeks out viable opportunities that cater to the investment needs of Retail & Institutional Investors across all tiers for direct market gain. We use our solid investment expertise and deep understanding of market fundamentals to secure investments that provide the best returns to our shareholders. The core of our business strategy is to create value in the Nigerian and African informal sectors while developing innovative and accessible products and solutions in the formal sector. Our diverse portfolio, which includes financial services, asset management, real estate, and Fintech, to name a few, represents a uniquely diversified investment bouquet that helps us manage risk and allows us to build an ecosystem with various complementary offerings.