For 15 years we have been building and managing telecommunications towers that are the essential backbone of mobile telecommunications in Africa – the leapfrog technology driving economic development, prosperity and self-sufficiency across the continent.
Analyst, IT NOC
- Job Type: Full Time
- Qualification: BA/BSc/HND
- Experience: 1 – 3 years
- Location: Abuja , Lagos
- Job Field: Data, Business Analysis and AI
Job Description
- Operate as part of a 24/7 shift team.
- Promptly resolve all computer hardware and software-related complaints and incidents.
- Promptly fulfil service requests to ensure user returns to work satisfactorily.
- Educate end-users and provide feedback on IT-related queries/ enquiries.
- Perform effective end-user interrogation for initial diagnosis and information gathering in the resolution of complaints.
- Identify, categorize, and classify all logged complaints using an IT Service Management (ITSM) application to build an accurate knowledge base.
- Accurately update and track NOC- and PSOC-related issues from the outset to the conclusion using an ITSM application.
- Provide periodic updates on all NOC- and PSOC-related issues until resolution.
- Minimize interruptions in users’ ability to carry out critical business activities.
- Ensure prompt escalation/ ticket re-assignment of complex and/or unresolved incidents to second-level support for resolution in line with agreed Operational Level Agreement (OLA).
- Run diagnostic programs or tools for root cause determination and problem resolution.
- Diagnose and resolve software and hardware problems or incidents that may be disrupting IT systems or services.
- Perform user/system administration to enable end-users access systems and execute job functions.
- Perform proactive performance and availability monitoring of IT systems, applications, tools, and services required to provide services to end-users.
- Assist in the installation, update, and/or upgrade of applications required for end-users to function optimally.
- Assist as a team member in coordinating and fulfilling IT projects, deliverables, and initiatives.
- Perform routine maintenance on systems, applications, work/productivity tools, and devices to ensure reliability and information security policy compliance.
- Ensure all operational documents and vendor supporting documents are up-to-date and maintained in the approved shared library repository/ location only.
- Systematically analyze performance data and communicate findings to the Manager, IT NOC and/ or senior experts.
- Escalate incidents and security risks, with recommendations for mitigation to the Manager, IT NOC.
- Accurately and carefully follow established policies, processes, and procedures in the fulfilment of requests and resolution of incidents.
- Perform system confirmation to identify issues that have been resolved and are free from errors, as well as end-users’ confirmation of satisfaction before ticket closure.
- Effectively disseminate information and updates to the NOC as required about the delivered IT services.
- Effectively monitor the IT datacenter using monitoring tools and applications like PRTG.
- Provide recommendations and suggestions on optimizing the unit’s operational performance to the Manager, IT NOC.
Qualifications
- Bachelor’s degree in Computer Science or Information Technology
- Relevant professional certifications, e.g. ITIL Foundation, CompTIA (A+), and/ or Microsoft MCSA, will be an asset.
- +1-3 years relevant experience in an IT user support or helpdesk environment.
Additional Information:
Organizational Competencies:
- Customer Focus – People demonstrating this competency understand & exceed our customers’ needs. They develop trusted, reliable & collaborative relationships. They are consistently operating to the highest standards of service & delivery.
- Innovation – People demonstrating this competency constantly seek new & improved ways to deliver our products & services. They champion engineering & skills development, and work to create a collaborative and supportive operating environment.
- Integrity – People demonstrating this competency are open & honest in everything they do. They support financially & environmentally sustainable growth. They make socially responsible decisions and treat their stakeholders with respect.
- Be Bold – People demonstrating this competency are thorough in analyses & decision-making. They are courageous in expanding existing markets & developing new ones. They confidently pursue appropriate financial returns and are forward-thinking and ambitious.
- Sustainability- People demonstrating this competency are constantly seeking to create positive impact in the communities we serve.
Method of Application
Interested and qualified? Go to IHS Towers on jobs.smartrecruiters.com to apply
