IT Support Agent - Jumia (Full Time)

Responsibilities

• Provide first-level technical support to users via phone, email, chat, or in person, diagnosing and resolving hardware, software, and network issues promptly and accurately.
• Document and track support requests, incidents, and resolutions using ticketing systems, ensuring accurate and up-to-date records of support activities and interactions.
• Troubleshoot and resolve technical issues related to desktops, laptops, printers, mobile devices, operating systems, productivity software, and business applications.
• Assist with user account management tasks, including creating, modifying, and disabling user accounts, resetting passwords, and managing access permissions.
• Follow standard operating procedures and troubleshooting guidelines to resolve common technical issues independently and escalate complex problems to senior technical support staff or IT teams for further investigation and resolution.
• Provide basic technical training and assistance to users on software applications, system usage, and best practices to enhance their productivity and efficiency.
• Stay up-to-date with company policies, procedures, and technologies to ensure accurate and effective communication with users and compliance with IT policies and standards.
• Collaborate with other IT teams and departments to share knowledge, escalate issues, and contribute to the continuous improvement of IT support services and processes.

Requirements

• Higher education in either IT or equivalent
• Minimum 3 years work experience in computer technical support functions
• Good technical knowledge in the areas of hardware, operating systems (Windows, Mac and Linux) and Networks TCP / IP
• Excellent communication skills and taste for contact with the end user
• Knowledge on Google Workspace, Okta, Microsoft, and Endpoint platforms
• Good interpersonal skills and taste for teamwork
• Ability to work independently and collaboratively in a fast-paced, dynamic environment, managing multiple tasks and priorities effectively.
• Strong attention to detail and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently and accurately.
• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent are a plus.
• Proficiency in English, both written and verbal, clearly and accurately

Benefits

• A unique experience in an entrepreneurial, yet structured environment
• A unique opportunity of having strong impact in building the African e-commerce sector
• The opportunity to become part of a highly professional and dynamic team
• An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders