User Support Associate, based in Dar es Salaam, Tanzania

The incumbent will be responsible for providing support to end-users/internal users. Serves as first line of support for end users on issues related to desktop computers, laptops, printers, network connectivity and remote access. Simulates or recreates a process to resolve operating difficulties and may interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.

Position Responsibilities:
• Handles basic support of hardware, applications and operating systems, technical consultation and networking.
• Serves as a productive project team member by completing assigned tasks.
• Performs software installations on company computers and configures applications as specified.
• Interact with a broad range of end-users and use various technical resources to provide support.
• Demonstrates ownership of customer issues and independently seeks solutions.
• Works on assignments that are routine in nature.
• Recognize situations that deviate from accepted practice and seeks managerial advice prior to taking action.
• Works under direct supervision and follows specific instructions.
• Does not change procedures without supervisor’s approval.
Position Requirements:
• BS/BA Degree in related field and 1-3 years of experience of providing end-user phone support for current PC desktop and application software OR installing, upgrading, troubleshooting and repairing personal computers in a network environment.
• Working knowledge and understanding a variety of technologies to effectively support end- users.
• Understanding of basic operation of functional units.
• Basic understanding of Information Technology industry practices.
• Solid knowledge and experience with incident management & operations services tools /systems.
• Proficiency with MS Office Suite 2010, Windows 7, Exchange 2007/2010, Active Directory; Basic knowledge of Cisco routers/switches and other networking devices.
• Ability to communicate effectively and tactfully with all levels of staff, individuals from diverse cultures, and the public.
• Ability to multi-task and self-motivate through assignments and routines.
• Excellent oral and written communication skills.
• Must speak and write fluent English


Application:
Interested candidates should send Application letters, Photocopies of Academic Certificates, detailed Curriculum Vitae (with three references including addresses, telephone numbers and e mail addresses) to:
Attention: Human Resources Department, FHI 360,
P.O.Box 78082 Dar es Salaam
And/or Email to tz-recruitment @ fhi360.org
Closing date of both applications is August 31, 2012. Phone calls will not be entertained.