Support Analyst at Betika Ghana

About the job

The Support Analyst will be part of the international ICT Team and is expected to handle assigned 1st and 2nd Level support responsibilities. This is an onsite role based in the company offices in Accra, Ghana. The Support Analyst will report into and work within the Service Management Team. He/She will work closely with vendors and members of the ICT/Technology departments to maintain service levels for services within their scope which shall include applications, end user services and infrastructure.

The successful candidate should be a high-performing individual who is process oriented, customer focused and has a passion for technology.

Responsibilities

• Provide 1st Level Support Services to users and services within the Market including request fulfillment, access management, incident resolution, escalation and executing appropriate workarounds for problems,
• Training, advice and guidance of users within the market
• Install, configure, test, maintain and decommission technology within the market.
• Timely resolution of country incidents related to Call Center and MNO Integration (e.g. SMS/USSD/Short codes)
• Collaborate with the appropriate resolver groups to ensure 2nd Level Support actions are closed within SLA and ensuring that problem management and root cause analysis activities are completed.
• Technical lead on ICT and Technology project implementations and change activities within the Market.
• Regular reporting, monitoring of services and carrying out proactive actions to ensure continuous service improvement.
• Serve as in-country technical point of contact for vendors and partners.
• Keeping relevant documentation and configuration information up to date on company document repositories and service management tools
• Ensuring technology within the geography is compliant with applicable company procedures, standards and policies
• Implementation of assigned actions related to Company Business Continuity and Disaster Recovery Plans
• Any other responsibilities that may be assigned from time to time.

Qualifications

• BSc degree in Computer Science, Engineering, or a related subject
• 3 to 5 years’ experience (including at least 2 years in an international support team)
• Proven working experience in installing, configuring and troubleshooting on both Windows and Linux based environments and networks.
• Experience with virtualization and N-computing
• Experience in Service Provider Value Added Service (SMS/USSD/Short codes services) management.
• Experience with monitoring systems and call center environments
• Solid networking knowledge (OSI network layers, TCP/IP)
• Solid experience in application administration
• ITIL Certification (Foundation Level) is required
• CCNA/CCNP is an added advantage.
• Communication skills including proficiency in both written and spoken English
• Collaboration ability to work with cross functional teams
• Demonstrate a high level of agility, flexibility and self-drive