Service Support Officer at BAT Computer Technologies

Job Location: Ajegunle Ilaro, Ogun State

Job Description:

• Use of BAT approved monitoring software’s, to proactively monitor links; remotes, PoPs, & backhauls, (End to End) for all devices.
• Prompt communication of incident status & progress to customers, & in house till resolution.
• Systematically troubleshoot incidents through all point of failures and attempt resolution of such incidents for all links being managed.
• Escalate all unresolved incidents to next level support and follow through to resolution life cycle.
• Coordinate & manage user (Customer) requests related service.
• Ensure documentation of all incidents and user requests on Database.
• Ensure service performance reports are sent to customers on weekly, monthly and quarterly basis.
• Provide & report detailed intelligence on service performance for all service being managed to Line manager.
• Reconcile customer service performance against target on monthly/quarterly basis.
• Enhance Customer relationship with the company through planned, anticipatory calls to review service performance.
• Escalate all twice recurring incidents to Line Manager and follow up till resolution & update the customer on complaint/incident status.
• Responsible for ensuring that service level target is adhered to during incident resolution process.
• Maintenance of existing customer accounts through Customer Retention Ratio (CRR)
• Must be willing to do night shift

Educational Qualification

• First degree or its equivalent in Computer Science, Computer Engineering, Electrical, Electronics, Telecommunications, Physics Electronics or related discipline
• 1-2 Years’ experience in the ICT/Telecommunication Sector
• Training on Support of ICT Products and ITIL is an added advantage