IT Support- Level 1 at Flexi-Personnel

Flexi Personnel

  • Kenya
  • Permanent
  • Full-time
  • 2 months ago
Flexi Personnel Ltd is a HR Company that was founded in 2008. It is currently the fastest growing HR firm in Kenya offering a wide range of services including Headhunting and Executive selection, Outsourced Labor management, HR Outsourcing, Outsourced Payroll Management, HR consultancy, Psychometric Assessments and Expatriate Services and relocation support….IT Support- Level 1Duties and Responsibilities:Incident Management:
  • Act as the first point of contact for users seeking technical assistance via phone, email, or ticketing systems.
  • Log and categorize incoming incidents and service requests in the ticketing system.
  • Provide regular updates to users on the progress of their issues.
PC & Peripheral Troubleshooting:
  • Diagnose and troubleshoot basic hardware issues, including desktops, laptops, monitors, keyboards, mice, speakers, microphones, and printers.
  • Perform hardware checks and configurations (e.g., USB ports, connections, device drivers).
  • Assist with basic software troubleshooting for operating systems (Windows, macOS) and standard office applications.
  • Install, configure, and support PC peripherals (e.g., printers, scanners, external drives)
Network & Telephony Support:
  • Troubleshoot basic network connectivity issues (e.g., LAN, WAN, wireless).
  • Support IP routing configurations and perform basic diagnostics on routers, switches, and firewalls.
  • Assist in troubleshooting DNS, DHCP, and TCP/IP network issues.
  • Provide initial support for VoIP and traditional phone system issues.
  • Troubleshoot basic telecom connectivity problems, such as dropped calls or connection failures.
Basic Application Support:
  • Provide first-level support for enterprise applications (e.g., Microsoft Office, CRM systems).
  • Assist with password resets, account configurations, and basic application errors.
  • Troubleshoot basic issues related to software installations and functionality.
Collaboration:
  • Work closely with Level 2 and Level 3 teams to escalate and resolve more complex issues.
  • Collaborate with other IT teams on cross-functional projects as needed.
  • Required Skills and Qualifications:
Technical Skills:
  • Experience with diagnosing and troubleshooting hardware (desktops, laptops, printers, peripherals).
  • Basic knowledge of networking concepts (TCP/IP, DNS, DHCP) and IP routing.
  • Basic understanding of telecommunications systems (VoIP, analog systems).
  • Ability to support operating systems (Windows, macOS) and common office applications (Microsoft Office, Google Workspace).
  • Experience with enterprise ticketing systems (e.g., ServiceNow, Jira).
Soft Skills:
  • Strong troubleshooting and problem-solving skills.
  • Excellent verbal and written communication skills.
  • Strong customer service orientation and interpersonal skills.
Qualifications:
  • CompTIA A+ or Network+ certification (preferred).
  • ITIL Foundations
  • 1-2 years of experience in a technical support or helpdesk role.
  • Associate or bachelor's degree in IT or a related field.
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