The IT Support/Telephony Support Technician will be responsible for end user support, optimizing AMCE’s information technology systems and networks to be functional and accessible. The role holder will provide timely responses to troubleshooting IT issues, manage telephony systems, and ensure the smooth operation of AMCE’s technology infrastructure to support its healthcare operations
Core Responsibilities
Incident Management and Resolution
- Respond promptly to IT support requests from employees through multiple channels (e.g., email, phone calls, MS Teams, ticketing system etc.).
- Diagnoses and provide initial troubleshooting and resolution for common IT issues, such as password resets, software installation, hardware failures, software malfunctions, printers , telephone issues and device configuration.
- Utilize diagnostic tools and techniques to identify the root cause of IT issues.
- Troubleshoot end user hardware failures, software malfunctions, and network connectivity problems.
- Generate and update reports on incident trends and performance metrics regularly.
System Configuration Management
- Configure computer systems, network devices, and peripherals to meet user requirements and security standards.
- Modify user settings and permissions to ensure appropriate access and security.
- Implement security measures, such as antivirus software and intrusion detection systems.
System Maintenance
- Assist in routine maintenance of end user computers and other networked equipment.
- Support the deployment of new applications to ensure a smooth integration with existing systems.
- Ensure system applications are updated regularly.
Inventory and Asset Management
- Track and maintain an inventory of AMCE’s IT equipment and tools.
- Work closely with vendors for hardware and software purchases, repairs, and replacements.
Telephony System Administration
- Manage and maintain the organization's telephony system, including IP phones, voicemail, call routing, and intercom systems.
- Configuration and provision of new user accounts and devices to new hires.
- Troubleshoot and resolve telephony issues, such as poor call quality, dropped calls, system failures, voicemail problems, and intercom malfunctions.
Communication and Reporting
- Communicate effectively with employees, explaining technical issues in clear and concise terms.
- Provide regular updates on the status of service requests.
- Generate reports on IT support activities and trends.
Additional Responsibilities
- Assist employees with a wide range of IT issues, including software usage, hardware setup, and troubleshooting.
- Conduct training sessions on IT topics, such as basic computer skills, software usage, and security best practices.
- Communicate effectively with employees, explaining technical concepts in clear and concise terms.
- Offer guidance and support for common software applications (e.g., Microsoft Office, email, web browsers).
- Develop and maintain user documentation and knowledge base articles.
- Escalate complex issues to higher-level support teams as needed.
- Collaborate with other IT teams to resolve complex problems as needed
- Bachelor’s degree or Diploma in Computer Science, Computer Engineering, Information Technology, or a related field.
- Minimum of 2 years’ experience in IT support.
- Experience in a healthcare or similar regulated industry will be an added advantage.
- Expertise in leveraging a wide range of IT tools and systems/applications
- IT Support Certifications such as ITIL, CompTIA A+ and any other relevant IT Support certification.
African Medical Centre of Excellence, Abuja (AMCE Abuja) aims to be an Employer of Choice, providing equal opportunity for everyone regardless of their background, gender, race and other protected characteristics.
