Job opportunity: IT Support at d.light india, Nigeria (Hybrid)

d.light India is Hiring IT Support

About the job

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.

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.

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