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Tech Ops Fellow
M-KOPAJob description
Position Objective:
Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.
Location:
M-KOPA Solar Uganda Headquarters.
Key Responsibilities:
- Respond to requests for technical assistance in person, via phone or electronically.
- Diagnose and resolve technical hardware and software issues.
- Research questions using available information resources.
- Advise users on appropriate action to take in times of service degradation.
- Follow standard IT Support Service procedures.
- Log all IT Support Service interactions with Users.
- Administer Global IT Support Service software.
- Redirect/assign problems to correct resources/teams.
- Identify and escalate situations requiring urgent attention.
- Track, route Incidents, Requests, Problems and document resolutions.
- Prepare activity reports as requested.
- Perform hierarchical escalations to management of high priority/critical service interruptions when detected.
- Keep up to date with current with system information, changes and updates.
Key Requirements:
- University degree preferable but Tertiary education in IT acceptable.
- ITIL qualifications highly desirable i.e. ITIL foundation
- Working knowledge of fundamental operations of relevant software, hardware and other equipment.
- At least 6 months to 1-year experience in a similar or related role.
- Previous working knowledge of M-KOPA services and products.
- Knowledge of relevant call tracking applications.
- Knowledge and experience of customer service practices.
- Related experience and training in troubleshooting and providing IT Support Service.
- Desk support.
About M-KOPA
At M-KOPA, our aim is to increase access to life-improving technologies at huge scale. We do this through an innovative credit model – pay-as-you-go asset financing – of which M-KOPA was an early global pioneer. With offices in Nairobi, Kampala, Lagos, and London, M-KOPA serves over 1 million low-income households in Sub-Saharan Africa. Since its commercial launch in 2012, M-KOPA has made its name in off-grid solar power, providing customers with solar panels and solar-powered lights, televisions, radios, fridges, and more – this is often our customers' first access to electricity.
M-KOPA's affordable credit model can also be applied to assets beyond off-grid solar power, and in 2019, we began providing credit for smartphones, which enables our customers to move from feature phones to smartphones and improve their connectivity, communication, and information access. Today, smartphone financing is a rapidly growing business line – with enormous opportunities for innovation and increasing our customer impact.
M-KOPA currently employs over 1,000 full-time staff across its operating countries. We value progress, innovation, pragmatism, collaboration, and – most of all – our customers. We have been well recognised for our pioneering business model and scale.
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