4 Job Opportunities at DP World Tanzania
Position: IT Service Desk- Ports and Terminals
The Help Desk Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Key Performance Areas:
Reactive Support:
- Respond to inquiries in courteous manner: Helpdesk specialists are the first point of contact for technical issues, handling inquiries via phone, email, chat, and in person.
- Document interactions: They log support tickets, track issue resolution, and document steps taken to ensure accurate records and knowledge sharing.
- Resolve user issues: This includes troubleshooting hardware and software problems, answering technical questions, and providing guidance on using applications and systems.
- Escalate complex problems: When issues exceed their expertise, they escalate them to the appropriate team (e.g., network engineers, security specialists) for further investigation and resolution.
Proactive Support:
- Strategy and planning: evaluate documented resolutions and analyse trends and patterns to prevent future problems.
- Monitor systems: They actively monitor network performance, system health, and user activity to identify potential problems before they impact users.
- Maintain system documentation: This includes updating user guides, FAQs, and knowledge base articles to ensure users have access to accurate and up-to-date information.
- Develop training materials: They may create training materials and conduct user sessions to educate employees on new technologies and applications.
- Identify and implement system improvements: They analyze user feedback, identify recurring issues, and propose solutions to improve system efficiency and user experience.
System updates and new technologies:
- Perform basic system maintenance tasks like installing software updates, configuring user accounts, and resetting passwords.
- Assist with project deployments by providing technical support and training to users on new systems.
- Participate in disaster recovery efforts to ensure swift system restoration in case of outages.
- Stay up to date with technology trends and industry best practices to continuously improve their skills and knowledge base
Qualifications Required:
- Bachelor’s Degree (B.A., B.S.), or equivalent combination of education and experience in Information Security, Computer Science, Management Information Systems, or related curriculum
- CompTIA A+ or other relevant IT certifications (a plus)
Experience and Skills Required:
1-2 years of experience in a technical support role (preferred).
Experience with troubleshooting hardware and software issues.
Familiarity with common operating systems (Windows, macOS, Linux).
Experience working in a customer service environment.
Proficient in MS Word, Excel and PowerPoint
Proficient in troubleshooting computer hardware and software problems.
Understanding of networking fundamentals (TCP/IP, DNS, DHCP).
Familiarity with basic scripting and automation tools.
Ability to interpret system logs and diagnostics How to Apply: CLICK HERE TO APPLY
2 . Position: IT Service Technician- Ports and Terminals
The Technical Support Analyst role is multifaceted, encompassing both reactive and proactive tasks related to user support and infrastructure-related technical support ensuring smooth and efficient technology operations for their organization. They play a crucial role in keeping users productive, systems running, and information flowing by providing timely support, proactive maintenance, and continuous improvement
Key Performance Areas:
Reactive Support:
Resolve user issues related but not limited to IT/OT connectivity, wireless devices, internet and mobility: This includes troubleshooting hardware and software problems, answering technical questions, and providing guidance on using applications and systems.
Escalate complex problems: When issues exceed their expertise, they escalate them to the appropriate team (e.g., network engineers, security specialists) for further investigation and resolution.
Document interactions: They log support tickets, track issue resolution, and document steps taken to ensure accurate records and knowledge sharing.
Proactive Support:
Monitor systems: They actively monitor network performance, system health, and user activity to identify potential problems before they impact users.
Maintain system documentation: This includes updating user guides, FAQs, and knowledge base articles to ensure users have access to accurate and up-to-date information.
Develop training materials: They may create training materials and conduct user sessions to educate employees on new technologies and applications.
Identify and implement system improvements: They analyze user feedback, identify recurring issues, and propose solutions to improve system efficiency and user experience.
System updates and new technologies:
Perform basic system maintenance tasks like installing software updates, configuring user accounts, and resetting passwords.
Assist with project deployments by providing technical support and training to users on new systems.
Participate in disaster recovery efforts to ensure swift system restoration in case of outages.
Stay up to date with technology trends and industry best practices to continuously improve their skills and knowledge base
Qualifications Required:
Bachelor’s Degree (B.A., B.S.), or equivalent combination of education and experience in Information Security, Computer Science, Management Information Systems, or related curriculum
CompTIA A+ or other relevant IT certifications (a plus).
Experience and Skills Required:
1-2 years of experience in a technical support role (preferred).
Experience with troubleshooting hardware and software issues.
Familiarity with common operating systems (Windows, macOS, Linux).
Experience working in a customer service environment.
Proficient in troubleshooting computer hardware and software problems.
Understanding of networking fundamentals (TCP/IP, DNS, DHCP).
Familiarity with basic scripting and automation tools.
Ability to interpret system logs and diagnostics.
Proficient in MS Word, Excel and PowerPoint
Good communicator with analytical and problem-solving skills, good commercial acumen and ability to work closely with people at all levels of the organization and facilitate the implementation of corrective action
Proficiency in languages e.g. Arabic, English, Swahili an advantage
Ability to work as a team player with flexible hours often in split environments. Self-starter, working with minimal supervision. How to Apply: CLICK HERE TO APPLY