Level 1: IT Support Desktop Engineer – CCI Rwanda Ltd
Job Summary:
Join our team as a Level 1 IT Support Desktop Engineer to provide technical support for desktop systems, network management, and server operations.
You will play a vital role in ensuring the smooth functioning of our IT environment, resolving technical issues, and collaborating with higher-level support teams to prevent system downtime.
Responsibilities:
- Onsite analysis, diagnosis, and resolution of desktop problems for end users.
- Perform troubleshooting diagnostics using tools like pings, trace routes, and screenshots.
- Set up desktop computers, peripherals, and test network connections.
- Ensure proper installation of campaign-specific images and vLAN configuration.
- Provide remote support for work-from-home users, including VPN setup and assistance.
- Manage Windows updates, patches, and optimization of devices.
- Install, update, and maintain FortiClient security software.
- Collaborate with vendors for escalated issues and coordinate support requests.
- Assist in user and hardware movement, as well as campaign relocations.
- Perform User Acceptance Testing (UAT) and deployment for projects.
- Support network infrastructure maintenance and upgrades.
- Proactively maintain equipment to prevent downtime and reduce risks.
- Configure and support terminal servers in VMware virtual environments.
- Provide end-user training on software, hardware, and peripherals.
Skills and Qualifications:
- Experience troubleshooting Windows and MAC systems, and mobile devices (iOS/Android).
- Proficient in hardware and software diagnosis and troubleshooting.
- Familiarity with Active Directory, MS Exchange, Microsoft Office 365, LAN/WAN protocols.
- Strong computer skills, including spreadsheet, word processing, and graphics software.
- Excellent communication, interpersonal, and presentation skills.
- Ability to work collaboratively in a fast-paced environment.
- Grade 12 (Senior 6)
- A+ & N+ or IT Certificate/Diploma/Degree.
- 2 to 4 years of experience in IT desktop support.
- Knowledge of network equipment (routers, switches, firewalls).
- Understanding of ITIL practices and business processes.
- Familiarity with call centre industry or related businesses.
- Strong problem-solving skills for complex hardware and software issues.
- IT policies, procedures, and best practices
HOW TO APPLY
All applications must be sent via email to bethia.manzi@ccirwanda.com and must be received no later than Tuesday, 15th August 2023, and must contain a CV, Application letter, and Degrees.
Only Shortlisted candidates will be conducted for further assessment.
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