Technical Support Specialist job at ENGIE Energy Access

JOB DETAILS:
Job Purpose/Mission
The Technical Support Specialist role will ensure the provision of superior customer service throughout the business, through the maintenance, enhancement and efficient operation of IT functions. Additionally, the role will include responsibility for ensuring the security and integrity of IT operations and systems.
The Technical Support Specialist will work closely with the Global Digital & IT team where escalations are required, including issues of a security nature or where additional expert advice and assistance is required.

Responsibilities
• Provide first point of IT Support contact for Uganda staff, covering all computer workstation hardware, software and associated peripherals.
• Deploy computers and associated peripherals including new installations and redeployment of existing equipment to defined standards.

• Troubleshoot technical issues to resolution and/or escalate to colleagues, suppliers or partner organizations as required.
• Log all incidents and service requests in EEA’s designated service desk system, where necessary log issues on behalf of EEA staff. Manage service desk tickets, planning and prioritizing systematically to minimize backlog and ensure operational efficiency.

• Be a part of the distributed IT Specialists team across all EEA markets and provide this service for the other countries should the need arise.

• Review vendor contracts and coordinate IT-related purchased (hardware, software and services) to ensure effective deployment or solutions aligned with both user needs and EEA standards.
• Direct and coordinate the local implementation of EEA Uganda IT operations, projects and programs, ensuring alignment of IT services with the business needs of the area(s) and adherence to established project management principles and best practices.

• As a key member of the distributed EEA IT team, lead security initiatives, education and resolution programs to enhance and maintain EEA’s security profile within the overall ENGIE group.

Technical:
• Security: Ensure system and data security is maintained at a high standard, ensuring the integrity of the EEA network is not compromised.
• Monitoring: Work with colleagues to monitor performance of EEA systems, ensuring that issues are appropriately escalated and resolved.

Interpersonal:
• Customer Service: As the internal customer-facing IT representative, work with all users to ensure that they have the tools to do their work effectively and are knowledgeable in the use of those tools.
• Communication: Effectively communicate with Uganda staff at all levels to keep them abreast of news and events related to IT services and how they may be impacted.

Knowledge and skills 
• At least 4-6 years relevant IT/industry work experience.
• Relevant Microsoft or equivalent certification
• Excellent technical knowledge of PC/Mac hardware
• Software and hardware troubleshooting
• Network infrastructure experience, including routers, switches and firewalls
• Active Directory administration
• Outstanding written and verbal communication skills (English)
• Excitement about EEA’s mission and a deep desire to make an impact on off-grid and financially underserved customers in sub-Saharan Africa.
• Ability and drive to work independently
• Thrives on teamwork
• Endless curiosity
• Leadership and project management experience: we are looking for entrepreneurial candidates who have started or contributed significantly to a particular project, team, or new company and we especially value candidates who have seen projects through from start to finish, from design to scale up phase.

Qualifications:
• Degree or Masters in a relevant field from a recognized institution

Language(s): 
• English
• Any other local language

 Technology:
• Detailed understanding of Cloud Security, specifically in Azure and SaaS collaboration products (M365, G-Suite a plus).
• Detailed understanding of Identity and Access Management, modern authentication / SSA and authorization.

Work Hours: 8

Experience in Months: 60

Level of Education: Bachelor Degree

Job application procedure

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