The Support Analyst will be part of the international ICT Team and is expected to handle assigned 1^st and 2^nd Level support responsibilities. This is an onsite role based in the company offices in Accra, Ghana. The Support Analyst will report into and work within the Service Management Team. He/She will work closely with vendors and members of the ICT/Technology departments to maintain service levels for services within their scope which shall include applications, end user services and infrastructure.

The successful candidate should be a high-performing individual who is process oriented, customer focused and has a passion for technology.

Responsibilities

• Provide 1^st Level Support Services to users and services within the Market including request fulfillment, access management, incident resolution, escalation and executing appropriate workarounds for problems,
• Training, advice and guidance of users within the market
• Install, configure, test, maintain and decommission technology within the market.
• Timely resolution of country incidents related to Call Center and MNO Integration (e.g. SMS/USSD/Short codes)
• Collaborate with the appropriate resolver groups to ensure 2^nd Level Support actions are closed within SLA and ensuring that problem management and root cause analysis activities are completed.
• Technical lead on ICT and Technology project implementations and change activities within the Market.
• Regular reporting, monitoring of services and carrying out proactive actions to ensure continuous service improvement.
• Serve as in-country technical point of contact for vendors and partners.
• Keeping relevant documentation and configuration information up to date on company document repositories and service management tools
• Ensuring technology within the geography is compliant with applicable company procedures, standards and policies
• Implementation of assigned actions related to Company Business Continuity and Disaster Recovery Plans
• Any other responsibilities that may be assigned from time to time.

Qualifications

• BSc degree in Computer Science, Engineering, or a related subject
• 3 to 5 years’ experience (including at least 2 years in an international support team)
• Proven working experience in installing, configuring and troubleshooting on both Windows and Linux based environments and networks.
• Experience with virtualization and N-computing
• Experience in Service Provider Value Added Service (SMS/USSD/Short codes services) management.
• Experience with monitoring systems and call center environments
• Solid networking knowledge (OSI network layers, TCP/IP)
• Solid experience in application administration
• ITIL Certification (Foundation Level) is required
• CCNA/CCNP is an added advantage.
• Communication skills including proficiency in both written and spoken English
• Collaboration ability to work with cross functional teams
• Demonstrate a high level of agility, flexibility and self-drive