Technology Operations Centre (TOC) Engineer Needed at Konga.com

Konga.com is Nigeria’s largest online marketplace. We launched in July
2012 and our mission is to
become the engine of ecommerce and trade in
Africa.

We serve an ever expanding customer base, offering products that span
various categories including Phones, Computers, Clothing, Shoes, Home
Appliances, Books, Healthcare, Baby Products, personal care and much
more.

We are recruiting to fill the position below:

Job Title: Technology Operations Centre (TOC) Engineer

Job Ref: 150729-1
Location: Lagos
Business Unit: Konga
Reporting Line: TOC Engineering Lead
Qualifications

• At least a Bachelor’s Degree in Computer Science, Computer
  Information Systems, Computer Engineering, Physics, Mathematics or
  related field.
• ITIL V3 Foundation.
•  

Job Description

• TOC is responsible for user support across all Konga office sites.
• These include incident and problem analysis, diagnose and on time
  resolution of staff reported IT problems ranging from day to day run of
  the mill issues, to issues that would require deep thinking and team
  work.
• Throw in 24/7 monitoring for internal application, escalating
  issues, building relationships across internal Konga teams, and external
  vendors, the TOC team is central to Konga’s vision, and the wellbeing
  of its customers.
• The TOC team provides an excellent, efficient and comprehensive IT
  technical support to all of Konga’s internal and external customers.

Duties & Responsibilities

• Implement activities that support parts of Konga’s technology vision
  and work function. It will include responsibilities in the area of
  technology operations, and site operations.
• Support the deployment, operation and execution of plans on pre-release, upgrades and current versions of software.
• Troubleshoot basic network related issues i.e. DNS and TCP/IP issues
• Take ownership of user reported problems and follow up the status of
  problems on behalf of the user and communicate progress in a timely
  manner.
• To maintain a high degree of customer service
• for all support queries and adhere to all service management principles
• Publishing support documentation to assist staff with requests for information & provide staff training when required.
• Add to and maintains Known Error Database (KEDB) to enhance quality of problem resolutions
• Prepare accurate documentation for TOC knowledge-base.
• Coordinate cross-functionally to accomplish assigned tasks
• Provide comprehensive 1st and 2nd level IT technical support to all
  internal users and escalation to appropriate team members over a 24/7
  shift rotation.
• Collaborate with and provide IT technical advice to internal customers on active projects.
• Monitoring multiple Cloud Applications and Internal Systems.
• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries.
• Ensure the end-to-end customer experience and provides a single point-of-contact for the customer
• Interact with team members and peers to provide insight into related assigned tasks.
• Assist in live site support and incident resolution that may include on-call rotation.

Skills & Competencies
Required Skills:

• Service Center Mentality – maintain customer service focus while juggling multiple tasks and priorities.
• Excellent internal (team) and external (customer) communication skills.
• A minimum of 1 years’ experience providing 1st level IT Application and Infrastructure Service Desk support.
• Ability to investigate and analyse the root cause of the customers’ technical issues and provide a solution.
• A commitment to delivering customer excellence combined with
  clear (ability to explain IT technical issues in layman terms) and
  professional communication skills.
• Able to prioritize, be flexible and handle multiple projects with varying deadlines in a multi-task environment.
• Extraordinary organizational skills and the ability to follow up on tasks
• High standards of personal integrity
• Team player that has the ability to work well in a collaborative, team oriented environment, work hard and have fun
• Familiar with ITIL Processes including Incident, Problem, Change and Configuration Management
• Outstanding follow-through and problem solving skills.
• Knowledge of Microsoft Windows, Office, Google Apps, and other common business applications.
• Experience supporting end users via remote support.
• Familiarity with Windows 7/ 8, Mac, and Linux operating systems.
• The ability to constantly adapt to a fast paced, ever changing
  technology landscape filled with smart phones, virtual desktops, and a
  wide array of desktop computing hardware/software.
• Demonstrates ability and desire to learn and passionate about all things IT
• Basic Active Directory/Windows Server knowledge – Creating user accounts, reset passwords, create groups etc

Desired Skills:

• In depth technical skills and understanding of Web Technologies
  (i.e. Java Script, HTML, CSS, PHP), web protocols , FTP/SFTP file
  management, DNS, HTTP, SSL,basic knowledge of SQL
• Documentation skills such as process flow diagrams and training material
• Experience working with a CMDB, CI Relationships, Discovery and Configuration Management a plus
• Experience working with a Service Management tool such as JIRA Service Desk or Salesforce is a plus
• Superior attention to detail, and an eye for total quality assurance.

Experience:

• One (1) year prior technical (IT) exposure/experience is essential, preferably in an operational environment.
• Experience working in an Agile or DevOps environment
• Familiarity with working on an IT Service Desk with its fast
  changing, priority-shifting, time focused and sometimes pressurised
  environment.
• Experience supporting software applications ideally e-Commerce software solutions.

How to Apply

Click here to apply online

 
Deadline  5th August, 2015.