Technical Support Officer III at Valinno Systems Limited

What you will do

• You will be responsible for assisting Valinno's customers to troubleshoot and resolve their software issues in a timely and professional manner. The position requires you to work 5 days a week, Mondays to Sundays.

Roles

• Provide first level support to end users on a variety of software applications.
• Respond to end user inquiries through phone calls, e-mail and help desk ticket system.
• Communicate with our clients to understand the issue and determine severity.
• Perform initial investigation and analyze information to determine the cause of the issue.
• Communicate issue resolution to clients upon completion of the support ticket.
• Escalated issues to senior analyst when necessary, in order to expedite resolution of ticket.
• Track, monitor, and resolve incidents within service levels agreements.
• Prepare and deploy computer workstations to Client locations.
• Troubleshoot and repair computer hardware or co-ordinate warranty repairs with appropriate vendor.
• Install and configure printers and other computer accessories.
• Investigate network connectivity issues and escalate, when necessary.
• Assist in updating and maintaining the Client Information Database, as necessary.
• Prepare and maintain various forms of documentation to build knowledgebase and track performance.
• Liaise with third party application providers regarding problem resolution, system administration, and software upgrades.
• Provide advice and training to end users regarding the proper configuration and use of hardware and software.
• Provide regular updates to clients as per defined Service Level Agreement.

Experience

• At least 2 years post-NYSC experience in the technical support field.

Education

• HND/BSc. in any related field

Soft Skills

• Effective communication and organizational skills
• Problem solving and analytical skills
• Strong work ethic and ability to multi-task
• Ability to work effectively in a team