Kindly circulate.Nationals preferred If interested, kindly send CV offlist *Senior Assistant - Onsite Support Staff* *Purpose* Resolve all incidents and fulfill all service requests related to client computing environment which require onsite visits to client's offices for the purpose of increasing efficiency and effectiveness of business clients *Responsibilities* - Resolve all incidents and service requests escalated by First Level or Specialized Support Team to the On Site Support team focusing primarily on hardware related incidents, but provide assistance with software related incidents where needed - Provide onsite hardware and software services to clients by prioritizing, categorising, investigating and diagnosing, resolving and closing all incidents and service requests related to client computing environment at the 2nd level such as desktop applications, client devices (laptops, printers, scanners, iPads etc.) and other standard software applications in accordance with agreed criteria and the needs of the organization at head office, regional resource centres, field offices, and liaison offices. - Make recommendation and escalate incidents and service requests Client Devices Management Team deployment, relocation, repair or replacement of identified client devices. - Communicate with clients regarding client computing environment incidents and service requests, and notify them of impending changes or agreed unavailability of services - Contribute to the establishment of appropriate knowledge base content for both technical support staff and end users of the organization, specifically with a focus on producing content that will assist First Level Support in achieving a higher rate of incident resolution. - Inform them about the progress of their logged incidents and service requests - Record the resolutions of incidents appropriately to a knowledge database of client computing environment known errors - Inform the Chief Service Desk Coordinator in case of major incidents *Qualifications* - At least Bachelor Degree in computer science, Information Technology, software engineering or equivalent. - Professional Certifications in IT such as ITIL (v3), MSCE, - A minimum of three (3) years' relevant experience on IT support services - Ability to configures, installs, and updates standard hardware and software, peripheral equipment, printers, and other desktop or portable computing devices. - Strong knowledge with Microsoft applications such as Windows 7, MS Office 2010, SCCM and other software used at the Organization, hardware and software products and problem solving/troubleshooting skills; network connectivity, ERPs (particularly SAP); remote access setups (hardware/software and networking); new technologies to mobilize technology solutions; incident management; and service request fulfilment processes - Strong command of English or/and French - Excellent communication and interpersonal skills with ability to deal effectively with staff at all levels with service-orientated and quality-driven culture. Courteous and patient character with clients. ./Sam