Technical Support Engineer at Terawork

TERAWORK is the leading online talent marketplace in Africa that helps businesses thrive by connecting them with professional talent without geographical barriers. We have a pool of professionals with varying levels of expertise across tech, digital, business and lifestyle services.

Our client, a leading IT firm  is seeking a competent and qualified professional to fill the position below

Key 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

Technical Skill:  

• Investigate and troubleshoot customer problems by analyzing bandwidth graphs, packet loss.  

• Basic routing & switching knowledge.  

• Basic RF knowledge.  

• Ability to resolve problems remotely.

Job Requirement

• Minimum B.SC/ HND  in computer science or related course

•  Minimum  3 - 5 years of experience as IT Technical Support

• CCNA or MCP Certified