Support Engineer at Willers Solutions

Responsibilities

• Provide technical support service via phone, email, and other channels as required to clients.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Provide prompt and accurate feedback to customers.
• Ensure proper follow up and closure of all pending tickets.
• Interact with customers to provide and process information in response to complaints and inquiries.
• Escalate cases to another unit and follow up on the case. Ensuring incidents are documented in a professional manner using the available Customer Relationship Management (CRM).
• Report to the Head of Department.
• Respond to client complains in a proper and professional manner.
• Should maintain a high level of personal responsibility.
• Abide and apply the rules and regulations of the department and the company as a whole.
• Responsible for achieving any assignment given by the Manager.
• Keeping up to date with departmental and company notification via Emails, notice board and other mediums.
• Investigate and troubleshoot customer problems by analyzing bandwidth graphs, packet loss.
• Basic routing & switching knowledge.
• Basic RF knowledge.
• Ability to resolve problems remotely.

Requirements

• Preferred: B.Sc / HND in Computer Science
• 2 years’ work experience.
• A previous experience in support or IT department.
• Investigate and troubleshoot customer problems by analyzing bandwidth graphs, packet loss