- Taking ownership of customer issues reported and seeing problems through to resolution
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Research and identify solutions to software and hardware issues.
- Diagnose and troubleshoot technical issues, including account setup and network configuration.
- Ask customers targeted questions to quickly understand the root of the problem.
- Track computer system issues through to resolution, within agreed time limits.
- Talk customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
- Provide prompt and accurate feedback to customers.
- Ensure all issues are properly logged.
- Prioritize and manage several open issues at one time.
- Follow up with customers to ensure their IT systems are fully functional after troubleshooting.
- Prepare accurate and timely reports.
- Document technical knowledge in the form of notes and manuals.
- Available for a specified internship period.
Requirements
Extensive knowledge of desktop technologies: Windows, MS Office, email, virus/malware, phone configuration.
Knowledge of Cloud & virtualization technologies: VMware, HyperV, AWS, Azure, Google Workspace.
Experience providing desktop technical support to end users in a business environment.
Experience solving complex IT issues within time constraints.
Experience troubleshooting networking and firewall related issues.
Solid PC hardware, software and Windows operating system knowledge- Excellent listening and communication skills.
Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, IT Networks Analyst.
Familiarity with remote desktop applications, help desk software and IT Automation.
Familiarity with Information Security Controls and compliance,
Ability to provide step-by-step technical help, both written and verbal.
BSC degree in Information Technology, Computer Science or relevant work experience 3-5 Years.
Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
Benefits
Want to Join Us? Here’s Why You Should…
At MAX, we encourage diversity and are open to meeting just about anyone with the right passion and skill set regardless of looks, gender, sexual orientation, colour, tribe, nationality, or disability.
The MAX Work Environment:
- Drive: We are building a team where everyone is a leader and therefore run on internal motivation
- Empathy: We have a clear understanding of the problem we are trying to solve and its impact on Africans, we are committed to providing a lasting solution.
- Humility: We are committed to continuous learning and improvement. We learn, unlearn and relearn
- Initiative: We welcome novel ideas and encourage creativity
- Diligence: We take great pride in our work.
- Candor: We value open and honest communication
- Collaboration: We are a team of passionate, innovative optimists, solving challenging problems and creating an impact.
- Bias for Technology: We automate everything
What You’ll Get:
- Competitive pay & benefits
- Flexible work and hybrid working model
- Unrivaled Learning and Development
