Technical Support Enginner at U-Connect Human Resources Consulting

Job brief:

• Provide first level off-site technical support for all client services: Voice, Data connectivity, Internet services, Wimax services etc. Tconsistently provide a high level of excellent customer service and support, ensuring customer satisfaction.
• Job responsibility:
• Manage Service request life-cycle: receive, log and take ownership of all general service requests and progress tresolution.
• Receive, log and take ownership of all faults. Respond tand provide timely, complete and accurate resolution tcustomer inquiries via email, phone or web calls.
• Monitor and escalate based on SLAs, coordinate with other teams as may be necessary tresolve customer issues within the contracted SLAs.
• Proactively monitor all Client owned & installed network.
• Ensure initial call assessment, resolution (if possible) or escalate tthe appropriate technical group.
• Identify, document and alert supervisor of trends in customer calls.
• Ensure daily updates of all complaints not closed (open tickets) by following up with person(s), units and organizations responsible.
• Liaise with clients on updates of progress on Service Requests and Incidents reports ensuring they are kept up tdate. Dissemination of information regarding network faulty condition, causes, planned outage period for repair/preventive maintenance.
• Produce periodic error-free service reports in order tinform both management and external clients of service levels achieved and areas of service improvement required.
• Prepare daily incidence summary reports.
• Prepare monthly availability reports for customers.
• Generate outage, fault and utilization reports as well as cause analysis/ reason for outage reports.

Educational Qualifications & Functional Skills:

• HND/B.Sc/B.Eng Computer Science/Computer Engineering /Electrical-Electronics engineering (2.2/Lower Credit at minimum).
• CCNA , CCNP is an added advantage
• Strong telecommunications, IP design skills, & in-depth knowledge of IP Network. Excellent business communication skills both verbal and written.
• Strong Programming Skills and affiliation with Python, Linux, Java, C++ etc., is strongly desired.