Junior Technical Support Engineer at Hoop Telecoms

Key Responsibilities

• Provide Tier 1 support for customers experiencing internet connectivity issues, slow speeds, or hardware failures.
• Use Network Management Systems (NMS) to monitor the status of links and proactively report outages.
• Configure and troubleshoot customer premises equipment (CPE), such as routers, switches, and radio links.
• Manage and update support tickets (e.g., using Jira, Zendesk, or internal CRMs) to ensure timely resolution within SLAs.
• Identify complex issues that require Tier 2 or Tier 3 intervention and escalate them with detailed logs.

Criteria & Requirements

• B.Sc / HND in Computer Science, Computer Engineering, or Information Technology.
• Minimum of 1 year in Technical Support, IT Helpdesk, or Network Administration (NYSC/Internship inclusive).
• Solid understanding of the OSI Model, TCP/IP, DNS, and basic IP addressing/subnetting.
• Exceptional communication skills and the ability to explain technical concepts to non-technical users.