Service Desk Engineer at Seven-Up Bottling Company - 4 Openings
Employment Nigeria
15-Jul-2023
₦Not Available
NIGERIA ,
Customer Service
Seven-Up Bottling Company Limited is one of the largest manufacturing companies in Nigeria, producing and distributing some of the nation’s most- loved beverages in the country like; Pepsi, 7Up, Mirinda, Teem, Mountain Dew, H2oH!, Lipton Ice Tea and Aquafina premium drinking water. SBC has recently entered into Home & Personal Care category with the 2SURE brand and launched its first product, a Hand & Surface Sanitizer. Seven Up boasts of nine bottling plants with state-of-the-art manufacturing facilities strategically located across various regions in the country.
We are recruiting to fill the position below:
Job Title: Service Desk Engineer
Locations: Abuja (FCT), Enugu, Kaduna & Ibadan - Oyo
Employment Type: Full-time
Job Summary
- The Service Desk Engineers role is to ensure proper computer operation so that end users can accomplish business tasks.
- This includes actively resolving escalated end-user help requests within established SLAs.
- Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Responsibilities
Strategy & Planning:
- Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
- Alert management to emerging trends in incidents.
Acquisition & Deployment:
- Deploy pre-packaged software as needed using automated deployment tools.
- Assist in software releases and rollouts according to change management best practices.
Operational Management:
- Assisting in providing Level I support when request volumes are high.
- Act as an escalation point for advanced or difficult help requests.
- Build rapport with service desk customers.
- Escalate incidents with accurate documentation to suitable technician or vendor, when required.
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
- Use remote tools and diagnostic utilities to aid in troubleshooting.
- Research solutions through internal and external knowledge base as needed.
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
- Install antivirus software and ensure virus definitions are up to date.
- Perform preventative maintenance, including checking and cleaning of servers
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow-ups with Level I Technicians as required.
- Develop help sheets and FAQ lists for end users.
- Contribute to technician knowledge base and training as needed.
- Reinforce SLAs to manage end-user expectations.
- Provide suggestions for continual improvement.
Position Requirements
Formal Education & Certification:
- College Diploma or University Degree in the field of Computer Science and/or 5 years equivalent work experience.
- Certification in CompTIA+, Google IT Support, ITIL V4,
Knowledge & Experience:
- Knowledge of advanced computer hardware.
- Experience with desktop and server operating systems.
- Extensive application support experience
- Working knowledge of a range of diagnostic utilities.
- Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on rapport building, listening, and
- questioning skills.
- Strong documentation skills.
- Fluent English.
Personal Attributes:
- Ability to conduct research into a wide range of computing issues is required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly, business-friendly, and technical language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.
Work Conditions:
- 40-hour onsite work week.
- Sitting for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
- Lifting and transporting of moderately heavy objects, such as computers and peripherals.
Method of Application
Interested and qualified candidates should:
Click here to apply online
Note: Only shortlisted candidates will be contacted.
Sorry the application deadline for this job has elapsed
