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Full-time
Level II Support Officer Job at HF Group
HF Group
Job Description
HF Group is seeking a Level II Support Officer to join its technical team in Nairobi. The role involves troubleshooting complex problems, maintaining data integrity, and ensuring minimal disruption to business operations during system maintenance or upgrades.
Duties, Roles and Responsibilities
- Execute and monitor tasks and programs as outlined in the appropriate task schedules.
- Troubleshoot and analyse problems and either solve them or correctly escalate to the appropriate analyst or vendor without undue delay and coordinate the resolution.
- Speedy closure of the issues and problems assigned to the analyst with pro-active prioritization and feedback.
- Maintaining Data Integrity and security in accordance with banking compliance standards.
- Plan and put into action long-range solutions for resolving recurring difficulties with minimum user disruption - educate users to resolve simple recurring problems themselves while promoting best practices. Updating and maintaining technical documentation, FAQs and support procedures.
- Install and perform minor repairs to software following the genuine installation or repair instructions.
- Ensure minimal disruption to business during maintenance or upgrade activities.
- Managing administrative ICT Services.
- Assist in Inventory Management, Software Licensing and receipt of software, hardware, stationary and other IT supplies.
- Help enhance relationship with vendors in conjunction with the corporate leadership.
- Prepare status reports and monitor, analyze and evaluate the performance of various systems.
- Identify performance degradation trends and problem areas and actively participate in resolution.
- Participate in the implementation of IT related policies and undertake other tasks as may be assigned from time to time by the seniors in the bank's IT function.
- Avail all scheduled reports and also generate ad-hoc reports as requested by the Business Users.
- Work closely with other IT teams to ensure systems are integrated correctly to provide the required service
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
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