Poa Internet Service Desk Engineer Jobs in Kenya

Poa Internet Service Desk Engineer Jobs in Kenya

Poa! internet is the fastest growing and highly innovative ISP in Kenya. The company was founded in 2014 with a vision to provide internet in every home in Africa. At poa! We believe by empowering people, we can actively drive digital inclusion in these markets. We deploy a cost-effective internet service in Kenya, with the aim of providing affordable access to content and Internet to low-income members of society.

We are growing very fast to cover the rest of Kenya and eventually Africa. It is envisaged that the success of the business will grow to over 150 networks across East Africa. It is from this background that we seek prospective candidates to fill the role of Service Desk Engineer

At Poa, we pride ourselves on being a values-driven company and we love working with values-driven employees. Poa's vision is “Internet in every home in Africa”. To achieve this vision, we live by our values, captured in the acronym, We CONNECT.

At Poa, we: Create a better world for the people we serve, Open our eyes to problems and opportunities, Never stop learning never stop moving forward, Name it, own it, solve it, Engage with the bigger picture even in the details, Care about each other and Tujienjoy kazini.

Mission Statement for the Role:

Their main focus is providing high-quality technical support for the staff, through email, phone interactions, chats, desktop sharing.

Overall Responsibility:

Help Desk Engineer is responsible for providing technical support to staff in person and remotely. It's all about solving problems from the moment they are contacted until the user issues are resolved.

Key SMART Results for A-Player

Ensure timely resolution of IT user support requests within defined SLA of 1hr resolution time and timely escalations of next-level support needs- Q2 2023

Ensure timely setup of onboarding account setup and application installations at least 1 day before

join date - Q2 2023

Provide daily, weekly and monthly reports on tickets- Q2 2023

Develop FAQ and How-To documentation on common technical queries to achieve quick resolution or self-support to staff - Q2 2023

Implement a defined plan to improve IT CSAT (Customer Satisfaction) score and improve on the metrics- Q4 2023

Develop reporting and monitoring metrics and dashboard/report on system performance and error logs - Q3 2023

Department stage of development where this role sits

Prepare for Scale / Systemisation / Team Building / Management and Motivation

Key Competencies Criticality (H, M, L)

Proficiency in managing and administrating Google workspace- H

Exceptional ability to prioritize and diagnose I.T problems and provide timely user support - H

Proficiency in remote desktop (Teamviewer, Anydesk, RDP) - H

Proficiency in helpdesk software, such as Freshdesk and Zendesk- H

Knowledge of IT software, hardware, and network setup - H

Proficiency in Chrome OS Support would be a plus- M

Mandatory Criteria if Any with no exceptions to hire

At least 1 year Service desk experience handling L1 issues

Directly been part of support for rapid large scale growth organization including countries in East Africa

Good interpersonal communication, problem solving and troubleshooting skills

Work experience in a business with similar Values and DNA to Poa to ensure cultural alignment

Proficiency in Windows, Linux and Mac OS environments

How to Apply

For more information and job application details, see; Poa Internet Service Desk Engineer Jobs in Kenya

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