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Job Purpose

Provides front line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. Responds to, documents, and resolves service issues in a timely manner according to SLAs. Diagnoses hardware software faults and solves technical and application problems ensuring productivity is in line with set measures and client’s adopted policies and procedures.

Key Result Responsibilities

Acts as the main contact point for operations service center, takes ownership of reported issues, responds to enquiries promptly, provides proper and accurate information and feedback ensuring problems are being recorded and tracked throughout the entire process.

Conducts root cause analysis to evaluate and resolve complex problem situations,

develops checklist for typical problems, whilst providing Level 1 support, routes unresolved issues in the right direction among the internal teams.

Researches, diagnoses, and troubleshoots systems, network problems and hardware and

software fauIts,identifies resolutions to technical problems and responds within agreed time limits to call outs.

Assists with the implementation of processes and service level agreements of incidents management and service request management.

Participates in the creation of support knowledge base by communicating IT support manuals, technical notes and articles.

Reviews and analyzes all technical issues incidents and produces reports on various intervals to highlight main causes for findings and thereby suggest,Iead the implementation of technology processes in ISA to assure those analyzed incidents are not repeated.

Assists technical experts in evaluating, testing, and implementing new technology such as systems and platforms.

Key Result Responsibilities - Continued

Utilizes different communication channels and tools to directly support or remotely guide end users in the different enquiries and problems raised, these channels include personal visits, telephone calls, e mails, web, chat etc.

Responsible for proper recording and closure of claims, generates timely reports of different nature to capture support services activities when required.

Installs, configures, monitors and maintains computer hardware operating systems, applications and networks, replaces parts and upgrades existing ones when and as needed.

Supports the roll out of new applications sets up new users accounts, profiles and passwords. Builds good working relationships with stakeholders, business users, suppliers, vendors and other technical teams to resolve any issues related to their provided services and products.

Assists in establishing and maintaining a complete and accurate record of all IT assets in ISA and for clients as needed.

Performs any other additional duties as directed by the line manager.

Qualifications (Academic, training, languages)

Bachelors Degree in computer engineering, Computer Science, Information Technology.

ITIL Certified

CCNP,CCIE,MCSE,RHEL Certification.

Fluent in French & English..

Work Experience

3 to 5 years in IT infrastructure support, service desk, 24x7 critical operations preferably in aviation experience with low cost airline is a plus.

Proven record in implementing and monitoring infrastructure projects.

Holistic IT knowledge in heterogeneous technology environments experience with different types of end to end technology stacks.

Working experience in Managing operations and technology platforms both internally and externally hosted.

Proven skills in analyzing data, identifying pitfalls and recommending solutions.

Possesses effective persuasive, negotiation, problem solving and decision making skills.

Employes technical expertise and interpersonal relations to execute new initiatives that support ISAs objectives.

Demonstrates the ability to contribute and successfully deliver against business strategy and set KPI

Aviation domain preferred.