GNOC Service Desk Engineer (Level 1) at MainOne

Responsibilities

• First point of contact for customer concerns.
• Answer all network support related telephone calls and email acknowledgement.
• Logging and tracking incidents/customer concerns from start to resolution
• Ensure Prompt notification to customers on all service affecting incidents and all planned maintenance activities when assigned.
• Generate and analyse network report
• Maintain and ensure full compliance with all MainOne NOC processes and procedures

Qualifications, Skills & Competencies

• HND / B.Sc in Information Technology / Electrical & Electronics Engineering / Computer Science or any other related discipline.
• 1 year experience.
• Knowledge of Microsoft Office packages and other computer application such as trouble ticketing.
• Industry experience in a customer facing unit/department is preferred.
• Ability to understand of Main One’s products and processes.
• Eager and quick to learn.
• Good communication skills (Written & Verbal).
• Capable of multi-tasking, good time management and prioritization of workload.
• Ability to assess and prioritize faults and respond or escalate accordingly.
• Willing to learn and develop new skills and actively seeks out tasks that help develop skills and knowledge.
• Actively encourage strong working relationships with other teams.

Demands of the Job

• Ability and willingness to work round the clock when required and meet tight deadlines.
• Ability and willingness to fill in for shift rounds when required.