End User Support Consultant

About the role

Standard Bank Group is hiring an End User Support Consultant in Westlands, Nairobi. You will deliver second and third level technical support to a senior customer base, acting as the single point of contact to resolve end-user technology issues across Microsoft Office 365, operating systems, subsystems and related products.

Key responsibilities

• Advanced troubleshooting and resolution of standard to highly complex technical issues
• Accurate incident logging, tracking and escalation
• Closed-loop customer communication
• Create and maintain support documentation and known-error records
• Mentor End User Support staff and deliver user training on hardware and software
• Collaborate with IT and business project teams to deliver high-quality technology solutions

Required profile

• First degree in Information Technology or a related field
• 5-7 years of solid experience in an advanced support role within a large or medium-sized organisation
• Experience in Active Directory account management and the service desk in a large or medium-sized organisation

Required skills

• Technical competencies: application knowledge for support, identity and security compliance, incident and problem management, IT knowledge, IT systems, service level management, stakeholder management, technical analysis and troubleshooting
• Behavioural competencies: articulating information, following procedures, producing output, providing insights, team working, understanding people and upholding standards
• Preferred certifications: Apple Certified Mac Technician (ACMT), CompTIA A+, ITIL Foundations v3, MCDST (Microsoft Certified Desktop Support Technician) and MCITP