Systems Support Engineer – Business Connexion

Business Connexion is Africa’s leading integrator of competitive, innovative and practical business solutions based on Information and Communication Technology. We have a proven track record in designing and implementing business solutions for many of the continent’s most successful public and private sector organisations. These include companies in the healthcare, petrochemical, communications and mining industries.

Job Description

Perform desk-side support services
Manage workflow and service request through call ticketing system
Software installation, configuration and troubleshooting for end users
Hardware and Software upgrades
Performance of IT support duties as defined by team lead
Network Printer installation/configuration
General Desktop Support/Project Coordination/move activities
High level of Customer focus and strong customer support commitment
Support and assist colleagues; Commit to and be accountable for overall group success
Work with other support groups and vendors to provide seamless support to BCX Clients
Monitor, analyze and address reliability and performance issues
Develop strategies for resolving them and preventing future occurrences
Continually keep abreast of and understand client’s IP policies, standards and technical controls and compliance process
Keep abreast of technology changes and client’s operating environmental changes to assess potential impact to support systems and applications and to proactively look for opportunities to improve service and or/reduce cost
Participate in change management process
Participate in service management process and ensuring SLA upkeeps
Occasional after hours and weekend support is required
Participate in Project work as assigned


Desired Skills & Experience

Essential Requirements:
2+ years IT work experience
Demonstrate expertise in configuring, installing and troubleshooting PC systems, Microsoft Desktop OS and applications ( XP, Vista, Windows 7, Windows 8, MS Office), network configuration and memory management
Must be customer focused and have effective productivity/work output
Basic knowledge of service management concepts
Must be a team player and able to work with minimal supervision
Bachelor’s degree/Higher National Diploma in Computer science or any other related course
Experience using administrative tools and working knowledge of MS AD, Exchange 2003/2007 and or 2010, DNS,DHCP, TCP/IP
Basic Knowledge of VOIP technology
Possess the Microsoft Certified Solutions Associate (MCSA) certification or equivalent
Possess the Cisco Certified Network Associate (CCNA) certification or equivalent

Desirable Experience:
Experience working in a wireless network environment.
Experience working in a IP Voice network environment
Experience in a service management environment
Working knowledge of ticketing systems like remedy, support desk
Possess the Cisco Certified Network Professional (CCNP) certification or equivalent
Possess the Microsoft Certified Solutions Expert (MCSE) certification or equivalent
ITILV3 Foundation certificate

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