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Job Category: IT
Job Title: Support Manager
Job Type: Full Time
Salary: GH¢
Description: The Support Manager is responsible for the implementation and management of the overall IT infrastructure for the company. This includes but not limited to the following: help desk support, network security and IT purchasing. The Support manager is also responsible for coordinating with team members to resolve client issues in a timely manner at all times. The support manager also serves as a link between business management and clients and plays a critical role in business communication.
Responsibilities: • Work effectively with Account managers, Accounts and developers to provide excellent service delivery
• Cross and up sell whenever the opportunity presents itself
• Prepare a budget for ExplainerDC IT needs within available resources.
• Provide day to day support to all client requests and escalate where necessary
• Prepare and submit monthly report to management on issues relating to clients and internal IT support
• Implement new software’s and carry out upgrades where required
• Research and report on new technological improvement that can improve overall working environment Skills and Qualifications
• Experience with writing reports and proposals/quote
• Strong verbal and communication skills.
• Ability to work under pressure and meet set timelines
• Good interpersonal skills to be able to work with other team members
• Be proactive and be able to work on own initiative
Qualities: • Microsoft Certification is an added advantage
• CCNA is a plus

EXPECTATIONS
• Demonstrate an excellent understanding of ExplainerDC Products and Services
• Demonstrate ability to deliver results in a timely fashion
• Demonstrate ability to handle multiple responsibilities in an effective manner

ADDITIONAL REQUIREMENTS
Should have knowledge of:
• Server administration, this is; Windows and Linux
• Network administration: configuring, monitoring and troubleshooting internal network.
• Extensive knowledge of Email administration, POP3/ IMAP
• Microsoft products ie Office 365 deployment and administration, Desktop applications
• Cloud hosting experience, must be well versed with the cloud storage solutions eg AWS, Box.
• Backup solutions, eg Windows backup, Cloud backup
• CMS, troubleshooting experience ie kentico and wordpress
• DNS management
• Hosting control panels eg WSP, ISPConfig
• Monitoring tools, ig WHMCS, Nagios and other network tools
• Providing expertise advice on hosting to clients.

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