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Mak-Edu Consult Limited is a Ghanaian company with expertise in Information Technology applications development. We also provide solutions on Business Process Re-Engineering, Institutional & Human Capacity Development. With subsidiaries and products/services which are used in the educational, banking, governmental, corporate, multinational and the International Development Organisations.

Job Description

Applications Support Specialist monitors and maintains the computer/information systems and networks of an organisation. He/She will install and configure computer/information systems, diagnose hardware and software faults and solve technical and mainly applications problems, either over the phone, via video conferencing or in person. Applications Support Specialist’s role may span one or more areas of expertise.

Mak-Edu Consult’s clients increasingly rely on the developed and deployed information systems in all areas of their operations and decision-making processes. It’s therefore crucial to ensure the correct running and maintenance of the IT systems.

Responsibilities
Application Support Specialist will mainly be responsible for the smooth running of computer/information systems and ensuring users of Mak-Edu Consult’s Information Systems get maximum benefits from them.

Responsibilities include:

• installing and configuring computer hardware operating systems and applications;
• monitoring and maintaining computer systems and networks;
• talking clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues;
• troubleshooting system and network problems and diagnosing and solving hardware or software faults;
• providing support, including procedural documentation and relevant reports;
• following diagrams and written instructions to repair a fault or set up a system;
• supporting the roll-out of new applications;
• setting up new users’ accounts and profiles and dealing with password issues;
• responding within agreed time limits to call-outs;
• working continuously on a task until completion (or referral to third parties, if appropriate);
• prioritising and managing many open cases at one time;
• rapidly establishing a good working relationship with customers and other professionals, such as software engineers;
• testing and evaluating new technology;
• ability to use ticketing/help desk system.

Working hours
Due to the nature of the work, you may be expected to work shifts or be on call. It may be necessary to work extra hours to finish a job.

What to expect
Career breaks are rare because of the need to keep up to date with the ever-changing specific software and operating systems.

• There is often considerable pressure to work as fast as possible to deal with problems and achieve immediate results in all situations, either to ensure the minimum loss customer-contact time, or to enable members of staff to use their computer again.
• Considerable client contact is usually required.
• Travel within a working day is sometimes needed and may be required at short notice.
• Overnight absence from home may be necessary and overseas travel is only occasionally required.

Working with Us

• Working with us is an excellent opportunity for any self-motivated person to get involved with exciting and vibrant web & mobile projects that are technologically challenging and innovative. We like a challenge and want to work with groundbreaking technology and offer solutions where others couldn’t help.
• Our team consists of individuals who work closely together and create a relaxed and fun work environment. Whilst we often find ourselves under strict deadlines, we are taking our work to life balance seriously, and adopt a relaxed, fun and team-orientated atmosphere.
• If you’re looking to be part of an ambitious IT firm during the exciting times of growth, then this is your opportunity to join us, and contribute to our company’s growth while gaining valuable experience in new innovative technology and development

Required Skills or Experience

• A degree or IT-related qualification is required with strictly 2 years minimum experience in that role.

Skills
You will need to show evidence of the following:

• the ability to think logically;
• a good memory of how software and operating systems work;
• excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution;
• the ability to work well in a team;
• problem solving skills;
• a strong customer focus;
• the ability to prioritise your workload;
• patience;
• enthusiasm to be continually learning;
• attention to detail.
• Working with Us