Senior IT Support Officer

• Experience level: Senior
• Education: Bachelor’s Degree
• Vacancies: 1
• Compensation: Monthly (ETB)

Job Title: Senior IT Support Officer

Job Description:

Senior IT Support Officer is responsible for providing technical assistance and support to end-users experiencing software, hardware, or network-related issues. They diagnose and resolve

problems, educate users on system usage, and escalate complex issues to appropriate teams for

resolution.

Roles and Responsibilities:

1. Help Desk Support: Respond to user inquiries and technical issues via phone, email, or

ticketing system, and provide prompt and courteous assistance to resolve problems.

2. Troubleshooting and Issue Resolution: Diagnose software, hardware, and network issues,

and guide users through troubleshooting steps to identify and resolve problems.

3. Software Installation and Configuration: Assist users with installing, configuring, and

updating software applications, operating systems, and peripheral devices.

4. Hardware Maintenance: Provide basic hardware support, including setting up computers,

printers, and other peripherals, and coordinating repairs or replacements as needed.

5. User Training and Education: Develop and deliver user training materials, tutorials, and

workshops to enhance user proficiency and productivity with software applications and

IT systems.

6. Documentation and Knowledge Sharing: Maintain a knowledge base of common issues,

solutions, and troubleshooting procedures, and contribute to documentation to facilitate

self-service support for users.

7. Remote Assistance: Use remote desktop tools to troubleshoot and resolve technical issues

for users working remotely or in satellite offices.

8. Escalation Management: Escalate complex technical issues to appropriate teams for

further investigation and resolution, and ensure timely follow-up and communication

with users.

9.Security Awareness: Educate users on security best practices, data protection policies,

and procedures to mitigate security risks and safeguard confidential information.

10. Quality Assurance: Conduct periodic follow-ups with users to ensure problem resolution

and satisfaction, and gather feedback to identify areas for improvement in support

services.

11. Continuous Learning: Stay updated on new technologies, software applications, and IT

trends to enhance technical skills and knowledge and improve support capabilities.

Skills and Qualifications:

- Bachelor's degree in information technology, computer science, or a related field and 4 Years and Above relevant work experience.

- Experience in technical support, help desk support, or a similar role.

- Proficiency in troubleshooting software, hardware, and network issues on Windows and/or

macOS platforms.

- Excellent communication and customer service skills, with the ability to explain technical

concepts clearly and concisely to non-technical users.

- Familiarity with ticketing systems, remote support tools, and knowledge base software.

- Strong problem-solving and analytical skills to diagnose and resolve technical issues

efficiently.

- Ability to work independently and collaboratively in a fast-paced environment, with a focus

on delivering high-quality support services to end-users.

If you meet the requirements and are interested, Please use the following link to submit your application:
https://recruitflow-f53f4.web.app/apply?position=P-1792667204288