Technical Support Engineer at Hoop Telecoms

Responsibilities

• Receive calls for all customer complains.
• Carry out first level troubleshooting to resolve customer issues remotely.
• Open, assign, update, and close tickets for all customer issues reported.
• Escalate unresolved technical issues to the Service Planning & Optimization unit.
• Follow up on every open ticket that is assigned other units.
• Ensure issues are resolved and tickets closed within 48 hours.
• Manage all customer communication channels and ensure they are always active.
• Notify customers of any pre-planned network activity.
• Notify all affected customers of downtimes caused by service failures.
• Call customers to confirm their issues have been resolved before closing tickets.
• Monitor all POPs and enterprise customer last mile links.
• Ensure new enterprise links are added to monitoring tools.
• Maintain a database of all enterprise customer PRTG login details and ensure it is always up to date.
• Ensure new enterprise customer PRTG details are created.
• Generate monthly availability report for all enterprise customers.
• Maintain a complete database for all customers and ensure it is always up to date.
• Other duties assigned by unit head.

Requirements

• Interested candidates should possess relevant qualifications with years of work experience.