Technical Support Officer at Ngcom Network Solutions Ltd

Key Responsibilities

• Provide first-level technical support to customers via phone, email, chat, or in person
• Troubleshoot internet connectivity, network, hardware, and software issues
• Log, track, and update support tickets accurately using the company’s ticketing system
• Escalate unresolved issues to GNOC, Network Engineers, or Field Engineers when required
• Assist customers with device configuration (routers)
• Monitor service performance and report recurring faults or outages
• Follow up with customers to ensure issues are resolved satisfactorily
• Maintain proper documentation of issues, resolutions, and procedures
• Support installation, activation, and basic network testing where necessary
• Adhere to SLAs, company policies, and service standards.