Software Support Officer

New

Job Summary

Responsible for the smooth running of Client Software.

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 2 years

Job Description

Report to: Chief Operating Officer


JOB PURPOSE

Strong Knowledge of Computer Programming, strong attention to detail, Strong analytical skills. Ability to learn new software products and how they function. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals. 

 

PRINCIPAL ACCOUNTABILITIES

  • Work to identify and solve problems
  • Liaise with programmers in order to address support problems efficiently.
  • Researching, Diagnosing, troubleshooting and identifying solutions to resolve issues


JOB CONTEXT

  • This role is to ensure that Adroit software works well for clients and upgrade suggestions are documented.


JOB DIMENSION

  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals
  • Maintain jovial relationships with clients

 

JOB SKILLS/EXPERIENCE

Educational Requirements:

  • Bachelor’s Degree in Computer Science from an institution accredited by a nationally recognized accrediting agency

 

Skills & Experience:

  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
  • Hands-on experience with Windows environments
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and troubleshoot basic technical issues
  • Familiarity with remote desktop applications and help desk software (eg. Anydesk)
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • BS degree in Information Technology, Computer Science or relevant field
  • Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
  • Good understanding of Databases (eg. MS SQL Server, MySQL, Oracle)

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