Tech Support Intern - Mesika Limited

A reputable growing financial technology institution already serving some banks in Ghana providing a technology platform to simplify banking and make payment of services valuable. Integrity and Commitment are some of the core values of this company.

Job Description

This is a customer-facing position that requires total professionalism 

• Follow Standard Operating Procedures  to troubleshoot, reproduce, document and resolve customer-related issues by knowledge of the company's product stack and technologies. Understand, set, manage and exceed customer expectations 
• Create and maintain documentation, process standards and service information 
• Research and identify solutions to software and hardware issues 
• Diagnose and troubleshoot technical issues 
• Ask customers targeted questions to quickly understand the root of the problem 
• Track computer system issues through to resolution, within agreed time limits 
• Take clients through a series of actions, either via phone, email or chat, until a technical issue is resolved 
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers) 
• Provide prompt and accurate feedback to customers 
• Refer to required 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 

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• Maintain jovial relationships with clients 
• Ensure maximum service availability and performance 
• Monitor the performance and capacity of servers using a variety of tools to look for hardware, software, and environmental alerts or malfunctions.
• Provisioning (IP assignment, core network configuration, DNS setup, monitoring and graphing for colocation, leased lines, customer backup and other customer network services). 
• Server build and installs, application upgrades, network equipment build and installation. Maintaining hardware serial audits, writing custom monitoring plugins and configuring bespoke graphing. 
• Facilities maintenance (monitoring servers, UPS, generators, power usage, running health and safety checks on all client applications and infrastructure.) 
• Facilities provisioning (rack setup, ethernet, fibre installation and console cabling remote power and KVM). 

Required Skills or Experience

• Ability to diagnose and troubleshoot basic technical issues 
• Excellent problem-solving and communication skills 
• Outstanding written/verbal communication and interpersonal skills in providing step-by-step technical help 
• Unix/Linux Knowledge required 
• Basic knowledge of Mobile Technologies 
• Ability to work early morning or late night shifts 
• Software troubleshooting knowledge and experience 
• Organisation and attention to details 
• A passion for working directly with customers and a team player. 
• Must have impeccable follow through skills . 
• Must be able to readily answer support related emails, phone calls and other channel sources 
• Self-motivated, works effectively with minimal supervision (NO MICROMANAGING) 
• Knowledge on Kannel is an advantage.
• Experience with Cyberoam, PFsense 
• Basic understanding of network monitoring concepts and management tools. 
• Proven track record within a NOC, IT or ISP environment. 
• Experience working in a large distribution or manufacturing environment. 
• Previous customer service or help-desk experience. 
• Experience managing, supporting and deploying network infrastructures. 
• Strong ability to diagnose server or network alerts, alerts, events or issues 
• Understanding of common information architecture frameworks. 
• Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and projects with minimal supervision. 
• Good oral and written communication skills and ability to address conflict with others constructively . 
• Experience with Disaster Recovery plans and related technologies.
• Ability to assess and prioritise faults and respond or escalate accordingly.