Job Title: L1 On-Site Support Technician
Location: Douala, Cameroon
Contract Duration: Minimum 12 months
Engagement Type: onsite
Position Overview:
We are seeking an L1 On-Site Support Technician to provide workstation hardware and software support to end users. The technician will ensure efficient resolution of incidents and service requests while maintaining compliance with service level agreements (SLAs).
Scope of Service:
The service will consist in support for users in the SW/HW environment of the workstation. The microcomputer on-site support technician will carry out, among others, the following activities:
- Level 1 onsite support resolving incidents and requests related to the workplace
- Operating System Support and Standard Software Support
- Client Email Management (local and web)
- Workstation Security (antivirus)
- Virtual Desktop Infrastructure (VDI) support
- Hardware warranty management
- VoIP support and basic networking support
- Compliance with the SLA
- Track tickets in progress until they are resolved
- Continuous feedback to users during ticket management
- Service monitoring
- Mailbox management, call reception, and ticketing tool management
- Escalation to L2 when the incident requires it
- Stock management and equipment platform management
- Physical installation and on-site configuration of equipment/applications
- Making physical changes, installations, and relocation of equipment
- Support actions for other groups ("Remote Hands")