Systems & Network Support

• Systems Maintenance: Conduct regular system health checks and ensure all IT assets are functioning optimally.
  

• Network Configuration: Make minor changes to network settings as needed, including WLAN/LAN adjustments.
  

• Vendor Management: Coordinate with internet service providers and SIP providers to maintain stable and reliable internet and SIP connectivity.
  

• Troubleshooting & Repairs: Diagnose and resolve LAN technical issues, and handle repairs for any network faults.
  

• Infrastructure Expansion: Install new LAN points and access points in response to expansion needs.
  

Server Administration

• Performance Monitoring: Perform routine call server health checks, monitor resource usage, and proactively address potential issues.
  

• Backup & Recovery: Plan, schedule, and execute backup operations to ensure data integrity and quick recovery.
  

Computer Support & Asset Management

• Hardware Maintenance: Provide support for power equipment and perform routine maintenance on computers or similar devices.
  

• IT Asset Management: Assign, track, and manage IT assets throughout their lifecycle.
  

• Equipment Setup: Prepare new hardware (desktops, laptops, peripherals) and ensure seamless integration into the existing infrastructure.
  

• Technical Support: Offer diagnostic and troubleshooting services, resolving hardware and software issues promptly.
  

Platforms and Application Support

• Business Support:
  

• Provide direct support for Atlas new feature rollouts in Nigeria.
  

• Provide local support to the sales team on Atlas Mobile app issues.
  

• Contact Center Administration:
  

• Support call center agents using the Ameyo application and monitor issues remotely.
  

• Interface with the Ameyo support team to escalate and resolve critical concerns.
  

• IT Helpdesk (Jira):
  

• Manage and prioritize IT support tickets logged in Jira to ensure timely response and resolution.
  

• Track incidents and service requests in Jira, ensuring all tickets are resolved according to SLA timelines.
  

• Provide timely updates to users on ticket status and resolution progress.
  

• Educate end-users on how to raise tickets effectively and use the helpdesk platform.
  

Requirements

Technical Skills:

• Network & Systems Support: LAN/WAN, TCP/IP, DNS, DHCP, VPN, firewalls, routers, and switches.
  
• Server Administration: Windows & Linux servers, Active Directory, virtualization (VMware, Hyper-V), and backup solutions.
  
• IT Support & Asset Management: Hardware/software troubleshooting, IT asset lifecycle management, and equipment setup.
  
• Application & Platform Support: Business applications (Atlas Mobile), call center support (Ameyo), VoIP & SIP technologies.
  
• Helpdesk & Ticketing Systems: Jira, ServiceNow, ITIL-based incident management, SLA tracking, and end-user support.
  

Soft Skills & Competencies:

• Problem-Solving & Analytical Thinking: Ability to diagnose and resolve technical issues effectively.
  
• Communication & Interpersonal Skills: Clear and professional interaction with staff and vendors.
  
• Time Management & Prioritization: Handling multiple IT tasks and support tickets efficiently.
  
• Proactive Approach: Identifying and addressing potential IT challenges before they escalate.
  
• Documentation & Reporting: Maintaining records of IT assets, support incidents, and troubleshooting guides.