Valinno Systems is a leading enterprise-solutions provider for large scale and SMEs businesses in Nigeria and international. Our core disciplines encompass operational development, standardization and streamlining, promoting accountability through proper documentation, boosting staff efficiency and manpower through the aid of Biz Edge Enterprise Solution.
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
Method of Application
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