Job Description
Summary: The Network Support (NS) provides network support assistance and performs a variety of technical duties related to the installation and maintenance of the computer network, communications hardware and software systems at eHA including network and application servers, routers, Firewall, LAN, WAN, phone systems and PC workstations. S/he works on various network hardware/software to ensure that network devices are implemented, maintained and available for use.
Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.
- Participate in 24/7 Help Desk operations which involves network surveillance and alarm reporting utilizing network monitoring and surveillance software across all locations where eHealth Africa has installation.
- Register and raise tickets for all queries/complaints reported to the help desk via phone calls, emails, and other channels of communication.
- Review and general clean-up of queued issue tickets on the ticketing system.
- Ensure timely resolution of trouble tickets to conform with agreed Turn Around Time (TAT).
- Ensure timely follow up with customers via e-mails or phone calls to ensure Service Level Agreement is maintained.
- Troubleshooting Network issues via phone calls, remotely by tel netting and other available means.
- Facilities maintenance (monitoring of UPS, fire alarm, access control and temperatures of rooms and ceilings).
- Facilities provisioning setting up meeting Audio Visual equipment’s, display screens, system configurations.
- Setting up of new and old staff mobile phones and ensuring line activation.
- Maintenance of technical documentation (for NOC) of processes and procedures used throughout normal operations.
- Provide technical support to Departments and Projects via phone calls and to walk-in users.
- Provides support to end users on a variety of issues.
- Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution.
- Has knowledge of commonly-used concepts, practices, and procedures within a particular field.
- Relies on instructions and pre-established guidelines to perform the functions of the job.
Qualifications: The requirements listed below are representative of the knowledge, skill and/or ability required to successfully perform this job.
BSc/HND in relevant course from a reputable institution.
Has knowledge of commonly-used concepts, practices, and procedures within a help desk setup.
Relies on instructions and pre-established guidelines to perform the functions of the job.
Good listening and communications skills.
Works under immediate supervision.
Primary job functions do not typically require exercising independent judgement.
Must be able to communicate fluently with English, French, Hausa and one foreign language.
Computer Skills
- Advanced computer skills, including Microsoft Windows and Microsoft Office Suite.
- Intermediate proficiency working with specialised software utilized in program.
Why work for us?
Life at eHealth Africa means not only working towards saving thousands of lives, but also collaborating with dedicated professionals with a passion for innovative technology. We offer a series of programs that enables them to pursue a career that fulfills their potential. Our team members’ health and well-being is our priority as well as rewarding them for their hard work.
More Information
- Job City Kano
