IT Support Technician at Kenya Airways

Principle Accountabilities:

• Receive, classify, prioritize, and log incidents and requests as per IT Service Management Processes.
• Provide first level support by resolving incidents, servicing requests, and providing workarounds/mitigations in a timely manner.
• Escalate incidents/service requests that they cannot resolve within agreed service levels to second level IT support teams and vendors.
• Effectively communicate major incidents resolution progress to IT management and affected business functions.
• Proactively monitor network links and applications uptime, report outages and follow up resolution thereof.
• Identify and report immediately to IT Management any potential IT risks in the user environment.

Knowledge, Skills and experience:

• Bachelor’s degree in IT or any other related field from a recognized university.
• ITIL foundation certification, MCP, A+ or equivalent or any other Vendor based technical training/certification e.g., oracle, HP/Dell.
• Minimum 1 years’ experience in offering technical IT support in a busy environment.
• Excellent communication, analytical and interpersonal skills.
• Ability to work with minimal supervision over long hours when addressing system issues.
• Sound ability to prioritize, time-manage and fast in decision-making.
• Ability to handle pressure and difficult situations with resilience, calmly and effectively.

Behavioural Competences:

• Customer focused.
• Teamwork/Team player
• Result Oriented.
• Problem Solving Skills.