Job responsibilities
• Provide responsive and effective IT support to RDB employees, addressing hardware, software, and network issues. • Diagnose and troubleshoot technical problems reported by users, ensuring timely resolution. • Log and track support requests and incidents, maintaining accurate records of user issues and solutions. • Create and update knowledge base articles and FAQs to assist users in resolving common issues independently. • Communicate clearly and courteously with end-users, providing instructions and guidance for issue resolution. • Assist with hardware setup, maintenance, and repairs, ensuring equipment is in working order. • Install, configure, and update software applications on user devices as needed. • Offer basic IT training to users to improve their technical proficiency. • Promote IT security awareness among users and enforce security policies and procedures. • Gather user feedback on IT services and systems to identify areas for improvement.
Qualifications
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Bachelor’s Degree in Computer Science
3 Years of relevant experience
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Bachelor’s Degree in Information Technology
3 Years of relevant experience
Required competencies and key technical skills
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Proficiency in French and Kinyarwanda is an added advantage
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Strong command of written and spoken English;
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Ability to multi-task, plan, organize and get things done as required;
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Demonstrated strong skills in networking (routing and switching), system administration (Windows and Linux OS), DBMS
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Demonstrated strong understanding of ITIL, PMP, CISSP, CISA and other relevant software and security systems;
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High integrity and professional ethical standards
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In-depth knowledge of computer hardware, software, and networks
Psychometric Languages
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English
Psychometric Domains
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Time management
Competence / Skills
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Assertiveness
Communication skills
