CWW Tech Africa is an Educational technology company that focuses on empowering Africans with in-demand digital and tech skills. Our range of courses, products and services are tailored towards equipping African youths.
Job Responsibilities
- To document all jobs on the IT Support helpdesk in line with standard operating procedures (SOP)
- Staying up-to-date on the latest process and IT advancements to automate and modernize systems that could be beneficial to the business processes
- Troubleshooting all ERPs in use and carrying out proper maintenance and management.
- Shall be responsible for backend and front end Web management and, mobile apps development and maintenance
- Serve as the first point of contact for all IT support requests via phone, email, or ticketing system.
- Provide timely and effective technical support and troubleshooting for hardware, software, and network-related issues.
- Diagnose and resolve technical problems, including system errors, software malfunctions, and connectivity issues.
- Document all support interactions, including details of the issue, troubleshooting steps taken, and resolutions provided, in the IT service management system.
- Escalate unresolved issues to the appropriate IT support teams or third-party vendors, ensuring timely resolution and follow-up with users.
- Install, configure, and maintain desktops, laptops, printers, mobile devices, and other IT equipment as needed.
- Assist with user account management tasks, including account creation, password resets, and access permissions.
- Collaborate with other IT team members to identify recurring issues and opportunities for process improvements.
- Keep abreast of new technologies and best practices in IT support and service delivery.
- Contribute to the development and maintenance of IT documentation, knowledge base articles, and user guides.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or related field preferred.
- Proven experience in a technical support role, preferably in an IT service desk environment.
- Strong knowledge of IT fundamentals, including operating systems (Windows, macOS), hardware components, networking concepts, and software applications.
- Experience with IT service management tools.
- Excellent problem-solving skills and the ability to troubleshoot technical issues independently.
- Exceptional communication skills, both verbal and written, with a customer-oriented approach.
- Ability to multitask, prioritize workload, and work effectively under pressure in a fast-paced environment
Method of Application
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