Application Support Specialist

Akkadian Labs focuses exclusively on creating collaboration-inspired software that maximizes business results by improving the way people communicate and work together. Our solutions include turnkey applications and custom software solutions. Technology is complex. We make it simple.

This position is based in Accra, Ghana.

What You'll Do:

• Initiate technical assessment, troubleshooting, and root-cause analysis for Unified Communication’s applications and integration within a client’s environment
• Ability to handle complex problems effectively separating key issues and generating multiple solutions
• Remediate open issues by implementing a workaround or permanent fix
• Facilitate testing when applicable
• Primary point of contact for clients reporting issues
• Responsible for successfully managing customer expectations
• Maintain a constant line of open communications with clients and internal teams and provide timely updates for outstanding incidents
• Ability to develop rapport with client management and maintain strong working relationships
• Ensure all assigned incidents are current and updated according to SLA policy
• Promote team spirit and work collaboratively to achieve team goals

Qualifications:

• Bachelor's degree in Information Technology or related field preferred
• 2-4 years related experience
• Working knowledge of Linux and Microsoft operating systems
• Knowledge of Microsoft 365/Teams
• Knowledge of VMware products
• Knowledge of AWS and Azure
• Knowledge and experience with TCP/IP networking
• Knowledge of the Cisco Unified Communications Suite preferred
• Cisco CCENT/CCNA are helpful
• Excellent verbal communication and written documentation skills
• Strong time management & organizational skills
• Strong troubleshooting skills
• Strong customer service orientation and sense of urgency in responding to customer needs
• Cultural Fit!!