IT Support Associate

Join our CFAO MOBILITY Division !

MEETING THE MOBILITY NEEDS OF BUSINESS & INDIVIDUALS

Mobility is one of the keys to development on the Continent.
We must constantly fi nd the most efficient mobility solutions for the greatest number of people.
Wherever we operate, we need to move from selling vehicles to providing mobility solutions for everyone.

Our Offer includes the complete automotive offering , including, two-wheelers, marine engines,coaches, lorries, handling equipment, tyres and spare parts.                                                           

Our production and assembly sites in Africa are a shining example of our commitment to actively support industrialisation in the region and creating an affordable offer. 

We looking for a IT Support Associate  based : Kenya

Job description:

The job holder will report to the IT Manager and based at the Head office. He/She will be responsibible for provision of support to end users for hardware,software and business applications.

Main responibilities for the role include;

i) Business Applications Support 
- Provide Level 1 technical support and assistance to end-users who interact with the ERP systems  SAP, Navision, Syspro, Synertrade, TALO, SAGE, Fleetwave, Pamoja Apps, Acacia System), addressing their questions, issues, and training needs.

- Carry out periodic meetings with the business users to ensure customer satisfaction.

ii) User Support
- Provide timely and effective technical support to end-users, addressing hardware, software, and network-related issues through various channels, such as phone, email, or in-person.

- Provide remote assistance to off-site users, troubleshooting issues and guiding them through solutions.

- Diagnose and resolve technical problems, guiding users through step-by-step solutions and escalating issues when necessary.

- Use problem-solving skills to identify recurring issues and implement preventive measures.

iii) Service Desk Management
- Logging and tracking support requests and incidents using a ticketing system.

- Follow-up and closure of tickets within SLA

iv) Hardware and Software Support
- Ensure availability computers (desktops and laptops), printing services, audio visuals and terminal endpoints such as cash deposit machines, ETR machines, Queuing Systems 

- Assist with the setup, maintenance, and troubleshooting of computer systems, peripherals, and mobile devices.

- Install, configure, and troubleshoot software applications and operating systems.

- Assist in configuring and troubleshooting network connectivity issues, including Wi-Fi, Ethernet, and VPN.

v) Vendor Management
- Collaborate with vendors and service providers to address issues, obtain support, and negotiate contracts or service level agreements.

- Manage outsourced resources by ensuring that work is delivered as per contract SLA.

vi) Training and User Education
- Conduct training sessions and create user guides to help end-users effectively navigate and utilize the ERP system.

vii) Project Management
- Lead or contribute to ICT projects

viii) Reporting
·       Avail reports within your domain as required by the Business