Deadline: 08 February, 2021

Location: Nairobi, Kenya

World Vision International is seeking applications from eligible applicants for the post of Customer Support Analyst II.

The mission of the organisation includes working with the poor and people who are oppressed as it promotes human transformation.

Responsibilities

  • Respond to level-two support and work with vendors on level-three support
  • Generate activity and status reports
  • Provide the user access service
  • Research trouble issues which affect multiple clients
  • Review checklists and scripts
  • Work with vendor technical support personnel on solutions for clients
  • Create, modify and review documentation of issues resolutions
  • Develop and deliver documentation to ensure appropriate end-user support
  • Create and submit documented resolution to knowledge base
  • Update manuals/guides to incorporate new recommended products
  • Install and perform minor hardware, software, and peripheral equipment repairs, following design or installation specifications
  • Update configuration management tools
  • Develop and document procedures for performing configuration changes, updates and upgrades
  • Provide continuous support to client technology
  • Participate in integration and user acceptance testing

Requirements

  • Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent work experience
  • Technical certification in one or more IT-related disciplines or technology, e.g., ITIL
  • Demonstrated knowledge of complex hardware and software products and problem solving/diagnostic skills
  • Three years, minimum, of relevant technical and business work experience
  • Willingness and ability to travel domestically and internationally as necessary

To apply and for more information, click here.

Photo source: World Vision

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