A technology outsourcing company in Abuja requires the services of ICT professionals to fill permanent and temporary positions.
The positions are part of a professional team of people providing a single point of contact for the efficient resolution of end-user technical problems and requests. As a member of this team the successful candidates will manage multiple priorities, generate innovative solutions to problems and develop skills required to support the efforts of the team.
The successful candidates will be primarily responsible for the following:
The operation and support of clients’ network as well as development and support of various services that runs over the clients’ network on all their customer sites.
With broad direction from the Chief Technical officer, the resolution of simple and complex network issues over the range of network technologies deployed across clients and their customers.
Development and implementation of strategies with a focus on client services and sustaining clients’ core and customer operations across all the sites. He/she will be expected to work with a high level of independence and to interact professionally and thoughtfully with ICT client requests.
System administration, incident/problem determination and resolution on a 24/7 basis, incident problem change with configuration management service and perform service requests based on standard operating procedures.
Handling of issues independently and suggesting/implementing service improvement plans.
Providing complex and unique technical troubleshooting assistance to clients.
Providing comprehensive first-tier phone support for effective resolution of technology problems and requests for clients and end-users.
Accurate assessment and problems recording in the problem management tool.
Resolution of issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills and a high level of individual judgment to ensure outcomes for customer satisfaction.
Management and triage of multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.
Identification of potential system problems and escalate for resolution.
Taking ownership of all customer interactions utilize appropriate follow-through and log all customer interactions.
Providing timely feedback to external and internal customers via phone e-mail or other form of communication.
Display of a solid knowledge of major desktop software applications and networking concepts.
Working independently on complex tasks with some technical and management guidance.
Speaking at an appropriate technical and business level for the audience.
Participation in some projects and virtual teams.
Handling of multiple and competing projects.
Delivery on tasks and objectives on time.
Production of quality work and results.
Performing related tasks as needed or assigned.
Handling first-level incident / problem determination and resolution on a 24x7 basis. Service incidents and queries within the agreed service levels.
Timely escalation of incidents to higher level when required.
Log file monitoring for errors and performing daily weekly and monthly proactive housekeeping and monitoring activities.
Working with customers in establishing the appropriate expectation and response time.
With overall guidance from the Chief Technical Officer, will become fully responsible for major projects and services that support the operations of clients and its existence on the external network.
Requirements:
Practical skills in any of the following technologies:
Wireless
Virtualization
Security
Networking
Application Development
Web 2.0 Development
IT Business Analysis
Database Development and Management
Business Intelligence/ Data Mining
Multiple skills set will be an added advantage
Technical certifications encouraged but not necessarily required.
Minimum qualification of National Diploma (ND).
Work experience encouraged but not necessarily required.
Communication skills: Strong communication skills both verbal and written.
Listening skills: High degree of comprehension of the issues presented by customers.
Customer service skills: Ability to understand and empathize with customer concerns/issues remaining committed to providing quality results.
Positive service attitude.

Interested persons should apply by forwarding CVs detailing jobs executed and level of expertise to laureate_consults@ymail.com not later than 29th of February, 2016.