For 15 years we have been building and managing telecommunications towers that are the essential backbone of mobile telecommunications in Africa - the leapfrog technology driving economic development, prosperity and self-sufficiency across the continent. Right now, IHS is leading a new telecoms service sector driven by the growth of middle class business and consumer demand for mobile and data. We are the partner of choice for Africa’s and the world’s leading network operators because they demand the widest reach and highest reliability for their customers, and the highest standards of governance and operational excellence for themselves. Our long-term contracts and strong sustainable cash flows mean IHS is a unique, low risk entry point for investment in Africa. Over the last four years, IHS has brought over US$5 billion of investment to the continent. Our belief is that the future economic and social development of Africa will be exponentially accelerated by mobile connectivity, and our team of over 1,000 engineers in five countries is focused on making this happen. We are committed to developing our people and the communities we serve, and to help people and businesses across the region build a powerful, prosperous future - by Africa and for Africa. IHS is Africa’s leading mobile infrastructure company. Founded in 2001 by an experienced team of engineers and business people, IHS serves clients responsibly in the building and managing of effective telecommunications infrastructure and by employing the highest quality people, services and equipment.
Job Description
- Operate as part of a 24/7 shift team.
- Promptly resolve all computer hardware and software-related complaints and incidents.
- Promptly fulfil service requests to ensure user returns to work satisfactorily.
- Educate end-users and provide feedback on IT-related queries/ enquiries.
- Perform effective end-user interrogation for initial diagnosis and information gathering in the resolution of complaints.
- Identify, categorize, and classify all logged complaints using an IT Service Management (ITSM) application to build an accurate knowledge base.
- Accurately update and track NOC- and PSOC-related issues from the outset to the conclusion using an ITSM application.
- Provide periodic updates on all NOC- and PSOC-related issues until resolution.
- Minimize interruptions in users’ ability to carry out critical business activities.
- Ensure prompt escalation/ ticket re-assignment of complex and/or unresolved incidents to second-level support for resolution in line with agreed Operational Level Agreement (OLA).
- Run diagnostic programs or tools for root cause determination and problem resolution.
- Diagnose and resolve software and hardware problems or incidents that may be disrupting IT systems or services.
- Perform user/system administration to enable end-users access systems and execute job functions.
- Perform proactive performance and availability monitoring of IT systems, applications, tools, and services required to provide services to end-users.
- Assist in the installation, update, and/or upgrade of applications required for end-users to function optimally.
- Assist as a team-member in coordinating and fulfilling IT projects, deliverables, and initiatives.
- Perform routine maintenance on systems, applications, work/productivity tools, and devices to ensure reliability and information security policy compliance.
- Ensure all operational documents and vendor supporting documents are up-to-date and maintained in the approved shared library repository/ location only.
- Systematically analyze performance data and communicate findings to the Manager, IT NOC and/ or senior experts.
- Escalate incident and security risks, with recommendations for mitigation to the Manager, IT NOC.
- Accurately and carefully follow established policies, processes, and procedures in the fulfilment of requests and resolution of incidents.
- Perform system confirmation to identify issues that have been resolved and free from errors, as well as end-users’ confirmation of satisfaction before ticket closure.
- Effectively disseminate information and updates to the NOC as required about the delivered IT services.
- Effective monitor the IT datacenter using monitoring tools and applications like PRTG.
- Provide recommendations and suggestions on optimizing the unit’s operational performance to the Manager, IT NOC.
Qualifications
- Bachelor’s degree in Computer Science or Information Technology
- Relevant professional certifications, e.g. ITIL Foundation, CompTIA (A+), and/ or Microsoft MCSA, will be an asset.
- +1-3 years relevant experience in IT user support or helpdesk environment.
Method of Application
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