The In-Country Support Coordinator is responsible for coordinating and delivering local operational and technical support for projects, systems, and services for Ethiopia. This role serves as the primary liaison between the in-country teams, regional management, and global support teams, ensuring that service standards, and user needs are met efficiently and professionally.
\nKey Responsibilities:<\/p>\n
Provide first-line support to end-users and escalate complex issues to regional or global support teams as necessary.
\nCoordinate with internal departments to resolve infrastructure or service\/application issues within the SLA.
\nTrack, document, and report on service tickets, ensuring tickets are raised for all issues and are updated and closed as appropriate.
\nAct as the local point of contact during project deployments, upgrades, or emergency interventions.
\nBuild and maintain strong relationships with local stakeholders and partners.
\nEnsure support issues are responded to in line with contracted SLA\u2019s and adhering to governance standards.
\nCommunicate effectively on issues with stakeholders where appropriate and in a timely manner.
\nCollate FAQs, build knowledge base and trend analysis where possible.<\/p>\n
About You<\/p>\n
Required Qualifications and Experience<\/p>\n
Bachelor\u2019s degree in IT or Computer Science or a combination of education and experience in a related field.
\nProfessional certifications (e.g., JIRA) or related are highly desirable.
\nMinimum of 02 years of experience in a similar role managing end-to-end operations.
\nProven experience with support coordination mandatory.
\nSolid knowledge of IT ethics, compliance regulations, and Control Managements.
\nAttributes strong interpersonal skills, team player, strong problem-solving skills, customer focused (etc. to expand on personal attributes).
\nStrong communication skills verbal and written.
\nUnderstanding of software installation on PCs, web-based software and databases (etc to expand on technical skills requirements).
\nAbility to work in a fast-paced environment and under pressure.
\nFamiliar with support tools and software, Jira ideally.
\nITIL certification preferable.
\nWorking hours Monday to Saturday 8.30am \u2013 5.30pm<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/hr-et@toppansecurity.com","_company_name":"Toppan Security Ethiopia S.C","_company_website":"","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-categories":[],"job-types":[12],"class_list":{"0":"post-1566","1":"job_listing","2":"type-job_listing","3":"status-expired","4":"hentry","5":"job_listing_region-ethiopia","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/ethiopia\/wp-json\/wp\/v2\/job-listings\/1566","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/ethiopia\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/ethiopia\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/ethiopia\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/ethiopia\/wp-json\/wp\/v2\/media?parent=1566"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/ethiopia\/wp-json\/wp\/v2\/job_listing_region?post=1566"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/ethiopia\/wp-json\/wp\/v2\/job-categories?post=1566"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/ethiopia\/wp-json\/wp\/v2\/job-types?post=1566"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}