Retail Technical Centre Engineer at U-Connect Human Resources Consulting

Purpose of the Job

• Provide first level off-site technical support for all services: Internet service, Voice, Connected Home and Office, etc.
• To consistently provide a high level of excellent customer service and support, ensuring customer satisfaction.

Incident Management (First Call Resolution):

• Manage Service request life-cycle: receive, log and take ownership of all general Service Requests and progress to resolution.
• Receive, log and take ownership of all faults. Respond to Operations & Maintenance Lead Retail TAC Engineer and provide timely, complete and accurate resolution to customer inquiries via email, phone or web calls.
• Monitor and escalate based on SLAs, coordinate with other teams as may be necessary to resolve customer issues within the contracted SLAs.
• Proactively monitor all owned & installed network elements in corporate customers’ premises.
• Prompt Response to inbound calls and emails.
• Ensure initial call assessment, resolution (if possible) or escalate to the appropriate technical group.
• Identify, document and alert supervisor of trends in customer calls.
• Follow up on unresolved complaint/ open tickets to closure.
• Ensure daily updates of all complaints not closed (open tickets) by following up with person(s), units and organizations responsible.
• Timely Escalation/feedback to relevant units.
• Liaise with clients on updates of progress on Service Requests and Incidents reports ensuring they are kept up to date.
• Dissemination of information regarding network faulty condition, causes, planned outage period for repair/preventive maintenance.

Preparing Technical Reports:

• Produce periodic error-free service reports in order to inform 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/Upper Credit at minimum).
• CCNA , CCNP (Desired)
• Strong telecommunications, IP design skills, & in-depth knowledge of IP Network.
• Excellent business communication skills both verbal and written.

Work Experience:

• A hands-on experience with the following is a must: IP Routing, UTM, VPN, Home Networking.
• Knowledge and experience with network security is desirable.
• Candidate must possess excellent customer interface, analytical and presentation skills.