AfrosInTech.com is a leading social network and online community dedicated to empowering and connecting individuals within Africa, the African diaspora, and anyone interested in Africa or “anything African” in the technology industry. Our platform fosters collaboration, professional development, and inclusivity, providing a space where members can share knowledge, access resources, and build a strong support network. We are seeking a skilled and customer-focused IT Support Specialist to join our team and provide technical assistance and support to our community members and internal stakeholders.
As the IT Support Specialist at AfrosInTech.com, you will be responsible for managing technical issues, troubleshooting software and hardware problems, and ensuring the smooth operation of our platform and systems. You will provide prompt and efficient support to users, resolving technical challenges, and assisting with technology-related inquiries. This role requires excellent communication skills, problem-solving abilities, and a passion for promoting diversity and inclusion within the tech industry.
- User Support
- Respond to user inquiries and technical issues via various channels, including email, chat, and ticketing system.
- Provide first-level technical support and timely resolution to users’ software and hardware problems.
- Troubleshooting and Issue Resolution
- Diagnose and troubleshoot software, hardware, and network issues reported by community members and internal teams.
- Escalate complex issues to appropriate teams or senior IT staff as needed.
- Technical Documentation
- Create and maintain user-friendly documentation, guides, and knowledge-base articles to assist users with common technical queries.
- System Maintenance
- Assist in system updates, patches, and routine maintenance to ensure optimal performance of the platform.
- Monitor system health and proactively identify potential issues.
- User Training and Onboarding
- Conduct training sessions and onboarding for new users to familiarize them with the platform’s features and functionalities.
- Security and Compliance
- Implement and enforce security protocols to protect user data and platform integrity.
- Ensure compliance with data privacy regulations and best practices.
- Hardware and Software Procurement
- Assist in the procurement and setup of hardware and software for internal teams and community contributors.
- Vendor Management
- Liaise with external vendors and service providers for technical support and issue resolution.
- Diversity and Inclusion Advocacy
- Advocate for diversity and inclusion within IT support practices, ensuring equitable support and representation for underrepresented groups.
Qualifications and Experience:
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Proven experience (2+ years) in IT support or technical helpdesk roles, preferably within the tech industry or community-focused organizations.
- Strong knowledge of computer hardware, operating systems, software applications, and networking.
- Familiarity with helpdesk ticketing systems and remote support tools.
- Excellent problem-solving and analytical skills to diagnose and resolve technical issues.
- Effective communication and interpersonal skills to interact with diverse users and teams.
- Basic understanding of cybersecurity principles and data privacy regulations.
- Technical certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus.
- Passion for promoting diversity, inclusion, and representation within the tech sector.
If you are a skilled and customer-oriented IT Support Specialist with a passion for providing technical assistance and ensuring a seamless user experience, we encourage you to apply for the position of IT Support Specialist at AfrosInTech.com. Join us in supporting our vibrant tech community and fostering a welcoming and inclusive environment for all users.