IC_ IT Support Agent _ Fixed Terms

About Jumia:

Jumia is a leading pan-African e-commerce platform. Its mission is to improve the quality of everyday life in Africa by leveraging technology to deliver innovative, convenient and affordable online services to customers, while helping businesses grow as they use Jumia's platform to better reach and serve customers.

Jumia is built around a marketplace and supported by a proprietary logistics business [Jumia Logistics] and a digital payment and fintech platform [Jumia Pay]. With over 3,000 employees, Jumia is led by top talented leaders offering a great mix of local and international talents and is backed by very high-profile shareholders. Jumia is committed to creating a sustainable impact in Africa.

In April 2019, Jumia was the first Tech company in Africa to be listed on the New York Stock Exchange.

What you will be doing:

• Provide first-level technical support to users via phone, email, chat, or in person, diagnosing and resolving hardware, software, and network issues promptly and accurately.
• Document and track support requests, incidents, and resolutions using ticketing systems, ensuring accurate and up-to-date records of support activities and interactions.
• Troubleshoot and resolve technical issues related to desktops, laptops, printers, mobile devices, operating systems, productivity software, and business applications.
• Assist with user account management tasks, including creating, modifying, and disabling user accounts, resetting passwords, and managing access permissions.
• Follow standard operating procedures and troubleshooting guidelines to resolve common technical issues independently and escalate complex problems to senior technical support staff or IT teams for further investigation and resolution.
• Provide basic technical training and assistance to users on software applications, system usage, and best practices to enhance their productivity and efficiency.
• Stay up-to-date with company policies, procedures, and technologies to ensure accurate and effective communication with users and compliance with IT policies and standards.
• Collaborate with other IT teams and departments to share knowledge, escalate issues, and contribute to the continuous improvement of IT support services and processes.

What we are looking for:

• Higher education in either IT or equivalent
• Minimum 1 year work experience in computer technical support functions;
• Good technical knowledge in the areas of hardware, operating systems (Windows, Mac and Linux) and Networks TCP / IP;
• Excellent communication skills and taste for contact with the end user;
• Knowledge on Google Workspace, Okta, Microsoft, and Endpoint platforms;  
• Good interpersonal skills and taste for teamwork;
• Ability to work independently and collaboratively in a fast-paced, dynamic environment, managing multiple tasks and priorities effectively.
• Strong attention to detail and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently and accurately.
• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent are a plus.
• Proficiency in English, both written and verbal, clearly and accurately

We Offer:

• A unique experience in an entrepreneurial, yet structured environment
• A unique opportunity of having strong impact in building the African e-commerce sector
• The opportunity to become part of a highly professional and dynamic team
• An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders