IT Support Engineer

Role Overview: 

Have you ever thought of joining a hyper growth startup that’s redefining its industry? Look no further! We are one of the fastest growing companies in our sector, using innovative technology and solving the hardest problems to bring African sports fans an unrivalled digital sports entertainment experience, online, offline, 24/7.

As an IT Admin at KINGMAKERS, reporting to the IT Team Lead, you will play a pivotal role in managing and supporting our dynamic infrastructure services and solutions. In this fast-paced environment, you'll serve as a senior member of the IT support team, collaborating closely with senior management to research, design, and implement innovative processes and customized ICT solutions that drive our success.

What You Will Be Doing:  

• Provide IT support for end-user hardware such as desktops, laptops, phones, printers and other peripherals.
• Provide IT support for end-user software, including Windows, MacOS, Microsoft Office and other software applications.
• Receive and resolve tickets escalated by level 1&2 engineers.
• Do a deep dive on technical tickets to properly diagnose and resolve them.
• Participate in research, planning and deployment of projects involving LAN, WAN and Servers.
• Provisioning of laptops, desktops and phone.
• Install and upgrade OS/Applications on computers, phones and other devices.
• Assign and resolve Service Desk requests with defined SLA.
• Maintain IT inventory and manage delivery from Procurement department.
• Monitor and report failures in the WAN and LAN network and take corrective actions.
• Review security vulnerabilities on the cloud and on-prem infrastructure and take necessary actions.
• Maintain KINGMAKERS IT Infrastructure.
• Maintain and service printers, scanners and other devices, including replacement of parts.
• Promptly escalate unresolved issues or the relevant specialist.
• Properly document tickets with root cause and solution proffered.
• Document user guide on commonly used application and contribute to KINGMAKERS IT knowledge base.
• Provide technical recommendations and problem resolution.
• Evening and weekend work required periodically and occasional on call availability.
• The role might require occasional out-station travel.

What You Need for This Role:  

• Proven experience providing IT support for end-user hardware and end-user software.
• Strong ability to perform in-depth technical troubleshooting and resolution of complex issues.
• Participation in the research, planning, and deployment of projects involving LAN, WAN, and server environments.
• Skilled in installing and upgrading operating systems and applications on various devices.
• Proficient in assigning and resolving Service Desk requests within defined SLAs.
• Experience maintaining IT inventory and coordinating with the Procurement department for deliveries.
• Ability to monitor, report, and address failures in WAN and LAN networks, with appropriate corrective actions.
• Experience in reviewing and addressing security vulnerabilities in both cloud and on-premises infrastructures.
• Proven track record in maintaining and servicing IT infrastructure.
• Experience creating user guides and contributing to IT knowledge bases.
• Ability to provide technical recommendations and resolve problems effectively.
• Flexibility to work evenings, weekends, and be available for occasional on-call duties and willingness to travel occasionally for work-related tasks.

How you do it – Expectations for fulfilling your role:  

As a general rule at KingMakers we want people to be: 

• Customer Focus: We keep the customer at the center of everything we do.  
• Passion & Dedication: We are passionate about what we do, employing only smart, honest, dedicated, and results oriented team players.  
• Openness, Honesty & Directness: We embrace a culture of candor and work together towards the right solution whilst being open, honest, and willing to give and receive feedback, judgment-free. We play the ball, not the person.  
• Innovation & Big Thinking: We always look for ways to innovate whilst not losing sight of what's important. The bigger we think, the more we inspire, the better the outcome.   
• Ownership & Accountability: We think like owners. If we see a problem, we find a solution. We are pragmatic and always strive to do more with less. 
• Speed & Focus: We plan, we strategize, but mostly, we DO. Without doing, there is no progress, we can always change direction but only if we start moving. Fast beats slow.  
• Low Ego: The best solutions are achieved when we leave our egos at the door. We always seek opportunities to learn in every situation. No job too small.  
• Fun: On balance, we believe in having fun whilst working. We maintain perspective as best as we can, and together, we celebrate our successes.