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Built from the ground up for high-speed broadband IP communications, Netcom Africa Limited has been the leading ICT provider of corporate tailored solutions in western Africa since 2004. Our communications product suite is best in class using the latest generation technologies in communications and supported 24/7 by some of the most experienced customer s...
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Objective & Summary
- Your primary responsibility will be to provide technical assistance and support to our customers, ensuring their satisfaction and successful use of our products or services.
- You will serve as a bridge between our customers and our technical teams, helping to troubleshoot and resolve technical issues while maintaining excellent customer relationships.
- Your role will be critical in ensuring a positive customer experience and driving customer loyalty.
Key Duties & Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, or chat regarding internet service issues, billing inquiries, and general support questions.
- Provide technical assistance to customers in troubleshooting and resolving internet connectivity problems, including router configurations, network setups, and basic hardware or software issues.
- Offer comprehensive explanations of services, pricing plans, and features to potential and existing customers, ensuring they have a clear understanding of our offerings.
- Accurately log customer interactions, inquiries, and resolutions in the ticketing system to maintain a comprehensive customer support database.
- Collaborate with internal teams, such as Core Network Support, Access Network and System support, to escalate and resolve complex technical issues that require specialized expertise.
- Identify and escalate potential service disruptions or network-related problems to the appropriate department for swift resolution.
- Proactively identify opportunities to improve customer satisfaction and service efficiency, suggesting process enhancements or product improvements when necessary.
- Stay up to date with industry trends, new technologies, and ISP service offerings to provide informed assistance and advice to customers.
Requirements Essential Skills / Knowledge / Traits
- Strong problem-solving skills and the ability to diagnose and troubleshoot technical issues.
- Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical audiences.
- Proficiency in using help desk software, customer support tools, and remote support technologies.
- Familiarity with a range of operating systems, software applications, and networking concepts.
- Patience, empathy, and a customer-centric attitude.
- Ability to work independently and collaboratively in a fast-paced environment.
- Certifications in relevant technologies or platforms may be a plus.
Experience, Education And/or Professional Qualifications
- Bachelors degree in a relevant technical field (e.g., Computer Science, Engineering, Information Technology) or equivalent practical experience.
- Proven experience in technical support, customer service, or a related role.
Benefits
- Healthcare Insurance (HMO)
- Paid Leave
- Group Life Insurance
- Hybrid work model
- Professional Development Reimbursement
go to method of application »
Objective & Summary
- Your primary responsibility will be to provide technical assistance and support to our customers, ensuring their satisfaction and successful use of our products or services.
- You will serve as a bridge between our customers and our technical teams, helping to troubleshoot and resolve technical issues while maintaining excellent customer relationships.
- Your role will be critical in ensuring a positive customer experience and driving customer loyalty.
Key Duties & Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, or chat regarding internet service issues, billing inquiries, and general support questions.
- Provide technical assistance to customers in troubleshooting and resolving internet connectivity problems, including router configurations, network setups, and basic hardware or software issues.
- Offer comprehensive explanations of services, pricing plans, and features to potential and existing customers, ensuring they have a clear understanding of our offerings.
- Accurately log customer interactions, inquiries, and resolutions in the ticketing system to maintain a comprehensive customer support database.
- Collaborate with internal teams, such as Core Network Support, Access Network and System support, to escalate and resolve complex technical issues that require specialized expertise.
- Identify and escalate potential service disruptions or network-related problems to the appropriate department for swift resolution.
- Proactively identify opportunities to improve customer satisfaction and service efficiency, suggesting process enhancements or product improvements when necessary.
- Stay up to date with industry trends, new technologies, and ISP service offerings to provide informed assistance and advice to customers.
Requirements
Essential Skills / knowledge / traits
- Strong problem-solving skills and the ability to diagnose and troubleshoot technical issues.
- Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical audiences.
- Proficiency in using help desk software, customer support tools, and remote support technologies.
- Familiarity with a range of operating systems, software applications, and networking concepts.
- Patience, empathy, and a customer-centric attitude.
- Ability to work independently and collaboratively in a fast-paced environment.
- Certifications in relevant technologies or platforms may be a plus.
Experience, Education and/or Professional Qualifications
- Bachelor's degree in a relevant technical field (e.g., Computer Science, Engineering, Information Technology) or equivalent practical experience.
- Proven experience in technical support, customer service, or a related role.
Benefits
- Healthcare Insurance (HMO)
- Paid Leave
- Group Life Insurance
- Professional Development Reimbursement
go to method of application »
Objective and Summary
- To ensure 99.9% availability of Netcom’s Core / Access network.
- To offer support to Netcom technical teams.
- To observe trends and generate network reports for maintaining & enhancing the delivery of quality services.
Key Duties & Responsibilities
- Ensure 99.9% availability of Netcom’s Network
- Fault handling and escalation (identifying and responding to faults on Netcom's systems and networks, liaising with 3rd party suppliers, service providers handling escalation through to resolution).
- Provide first line diagnostics concerning network observations/occurrences by troubleshooting effectively and reporting efficiently.
- Manage and maintain Netcom’s monitoring system, reporting trends and observations within the network including all aspects of internal and external network devices, services and systems performance (this includes outages and non-outage situations) identifying potential or existing anomalies.
- Provide second level support to resolve complex, technical customer problems as well as rendering support services to Netcom technical teams and other technical teams within NOC internal and external SLA’s.
- Documentation of trouble resolution using ticketing system (Netcare) ensuring all activities comply with standards.
- Develop procedures and work instructions for better performance and execution of NOC activities.
- Function in a 24-hour shift rotation.
- Develop and maintain a solid understanding of Netcom’s products and processes as they evolve.
Requirements
Essential Skills / Knowledge / Traits
- Strong knowledge on PRTG or similar Network monitoring application
- Work in Internet service provider or Teleco in similar role
- Knowledge on various network tools like PingPlotter, iPerf, nPerf, Wireshark
- Basic ability to assess and prioritize faults and respond or escalate accordingly. Must be able to find answers to technical problems through a variety of mediums
- Basic knowledge on Microwave radio link maintenance & troubleshooting.
- Basic ability to collate and analyze data from various sources.
- Basic knowledge on LAN, WAN networks.
- Basic LINUX/Windows 9/10 systems administration skills.
- Strong documentation abilities.
Experience, Education and/or Professional Qualifications
- Bachelor’s degree in computer science, a related degree or equivalent work experience
- Previous experience in NOC or Technical support Help Desk
- Cisco CCNA certification or Network related Certification / Training
Benefits
- Healthcare Insurance (HMO)
- Paid Leave
- Group Life Insurance
- Professional Development Reimbursement
go to method of application »
Objective and Summary
- To ensure 99.9% availability of Netcom’s Core / Access network.
- To offer support to Netcom technical teams.
- To observe trends and generate network reports for maintaining & enhancing the delivery of quality services.
Key Duties & Responsibilities
- Ensure 99.9% availability of Netcom’s Network
- Fault handling and escalation (identifying and responding to faults on Netcom's systems and networks, liaising with 3rd party suppliers, service providers handling escalation through to resolution).
- Provide first line diagnostics concerning network observations/occurrences by troubleshooting effectively and reporting efficiently.
- Manage and maintain Netcom’s monitoring system, reporting trends and observations within the network including all aspects of internal and external network devices, services and systems performance (this includes outages and non-outage situations) identifying potential or existing anomalies.
- Provide second level support to resolve complex, technical customer problems as well as rendering support services to Netcom technical teams and other technical teams within NOC internal and external SLA’s.
- Documentation of trouble resolution using ticketing system (Netcare) ensuring all activities comply with standards.
- Develop procedures and work instructions for better performance and execution of NOC activities.
- Function in a 24-hour shift rotation.
- Develop and maintain a solid understanding of Netcom’s products and processes as they evolve.
Requirements
Essential Skills / Knowledge / Traits
- Strong knowledge on PRTG or similar Network monitoring application
- Work in Internet service provider or Teleco in similar role
- Knowledge on various network tools like PingPlotter, iPerf, nPerf, Wireshark
- Basic ability to assess and prioritize faults and respond or escalate accordingly. Must be able to find answers to technical problems through a variety of mediums
- Basic knowledge on Microwave radio link maintenance & troubleshooting.
- Basic ability to collate and analyze data from various sources.
- Basic knowledge on LAN, WAN networks.
- Basic LINUX/Windows 9/10 systems administration skills.
- Strong documentation abilities.
Experience, Education and/or Professional Qualifications
- Bachelor’s degree in computer science, a related degree or equivalent work experience
- Previous experience in NOC or Technical support Help Desk
- Cisco CCNA certification or Network related Certification / Training
Benefits
- Healthcare Insurance (HMO)
- Paid Leave
- Group Life Insurance
- Professional Development Reimbursement
go to method of application »
Objective & Summary
- The Technical Project Manager is responsible for maintaining and improving the service level, effective use, integrity, and security of the internal and external business network systems.
Key Duties & Responsibilities
- Manage and improve all aspects of Netcom’s ITO Services contracts to their Customers as an independent business line, including implementation of all existing and future additional and improved procedures, systems, and administration.
- Implement, maintain, and develop (improve) daily, weekly, monthly, and quarterly and ad-hoc administration and reports with use of NetCare ticketing system and other generated data and reports as part of demonstrating delivery of the committed ITO Services and value add to the Customer.
- Monitor and manage the Open Ticket Queue for outstanding Netcom and ITO clients to achieve resolution as soon as possible and at least within SLA or committed timeline.
- Liaise with the Netcom BDD account manager to inform, coordinate and manage operational, technical, and commercial issues and opportunities.
- Keep up to date and maintain all Netcom IT hardware, software, and licenses, including up-to-date IT records (Audit, Register), and advise on necessary additions and changes during budget reviews.
- Work with the Netcom IT capability owners to further advance the IT environment at Netcom and Customer site based on best practices developed in cooperation with Netcom teams owning the applicable capability.
- Interact with the Customer representative and key staff, including Heads of Department, to establish a working relationship and ensure smooth problem resolution.
- Resolve issues that may be escalated or occur outside of office hours, e.g., MD & CEO support and escalations.
- Adhere to Netcom procedures and best practices and enforce such procedures with ITO staff deployed at Customer site or working on remote assistance.
- Ensure complete compliance with Netcom internal policy and TL9000 quality standards.
- Provide and collect feedback from ITO staff at Customer site insight & suggestions regarding improvements and opportunities in the Customer IT environment.
Requirements
Essential Skills / knowledge / traits
- Server, database and application configuration, management, optimization, back up/ recovery, troubleshooting.
- IT Service Partners Scope Management and IT vendor management.
- ITIL Processes for streamlining IT Management.
- Design, implementation, and project management of IT infrastructure.
- IT Network Devices and Architecture (LAN & WAN).
- Desirable Skills / knowledge / traits
- General Information and business Intelligence Systems
- MS Dynamics 365 ERP System
- Web and domain administration
- Database administration and programming
- MPLS, VPN
Experience, Education and/or Professional Qualifications
- Bachelor’s degree education in IT preferably with well-rounded major such as computer science, information technology or management information systems.
- 5-7 years’ experience with 2-3 years leading an IT technical team
- Superior oral, written & non-verbal communication skills.
- Professional certifications such as ITIL, PMP, Prince2, Microsoft / Cisco / other OEM is a plus
- Professional development and experience in area of IT strategy and corporate decision-making is a plus.
Benefits
- Healthcare Insurance (HMO)
- Paid Leave
- Group Life Insurance
- GYM Membership
- Hybrid work model
- Professional Development Reimbursement
Method of Application
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