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Key Elements of the Role

• Report to the Technical Manager
• Providing onsite and remote support to customers.
• Engineer is responsible for managing customers’ Avaya infrastructure, providing 1st level onsite technical support, and Avaya contact centre end-user support.
• Investigates, resolve and handle Avaya related issues and problems.
• Implementation and Support of Avaya Components
• Availability and performance monitoring, routine preventive maintenance checks, fault finding and fixing, work with senior engineers or Avaya backbone engineers
• Avaya End-user training
• Routine Avaya system health checks and Backup
• Ensure all onsite support activities are logged on our ticketing platform.
• Trend analysis with recommendations on proactive steps to avoid service outage at assigned customer site
• Perform periodic patch and minor system upgrades for customers
• Perform Configuration changes to fulfil customer requests
• Provide timely response to the customers and ensure the SLA is met
• Attend all assigned trainings
• Complete assigned exams
• Documentation

Desired Skills & Experience

• Minimum of Bachelor’s degree or HND in a related field,
• Minimum of 1 year’s work experience in Avaya Support Engineering role
• Technical Skills in Avaya IPO / Avaya Communication Manager and Avaya call center applications
• Telephony and networking knowledge.
• Providing technical support on-site or via remote-access systems
• Excellent Customer Service skills
• Courteous approach

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Summary of the Role

• Simba Group seeks to fill the role of a IT Support Engineer. The provide technical support for clients experiencing hardware, software, and networking issues.
• As an IT support engineer, you will meet with clients to determine the nature of the problem, diagnose hardware or software issues, provide effective assistance, and maintain strong customer relationships.
• You may also be required to install new software applications and train clients on proper application use

Key Elements of the Role

• Installing and configuring client computer systems.
• Responding to client IT support requests.
• Meeting with clients to diagnose software, networking, or hardware issues.
• Providing technical support on-site or via remote-access systems.
• Troubleshoot & Repair computer systems (Laptop/Server/Desktop/Printer etc ) and keep the record
• Troubleshoot IOS/Windows /MS-Office related issues
• Software update check (Antivirus/ windows / MS-office)
• Ensure Network Uplink uptime (Escalating the issue to responsible body/Vendor/Engineer
• Configure firewall, manage policy
• Email configuration, troubleshooting
• Regular Internet link and structural cable check
• Escalate the Inverter /Battery related issue to inverter team
• Regular check of CCTV , Biometric terminals and VoIP Phones
• Ensure Network access to only authorised person after approval
• Regular Preventive & Corrective maintenance of Network system (Switch / Wireless AP/Firewall)
• Preserve assets, information security and control structures
• Ensure security of data, network access and backup systems
• Keep the record of IT-assets (Laptop/keyboard/mouse/charger etc)

Requirements

Desired Skills & Experience

• Minimum of Bachelor’s degree or HND in Computer Science, Engineering or a related field,
• Minimum of 5 years proven work experience Minimum of 5 years work experience as a technical support engineer in an ICT company
• Proven work experience as a technical support engineer.
• Knowledge of web services, API, and IP-based protocols.
• Experience with scripting languages such as Perl or Shell
• Knowledge of computer hardware and networking systems.
• Good time management skills.
• Excellent interpersonal & organizational skills