Technical Support Officer at Trefoil Networks

Unit: TFNET

Reports to: Technical Support Manager

Main Function

The Technical Support Officer works for the Division’s Network Operation Center, as part of the Field and Technical Support Engineering Unit, including wireless network, Satellite and Internet Access sub systems and networked systems.

Role Responsibilities

• Performs specialized duties in support of Network planning, installation, testing, and deployment of hardware (router, switches, gateways, etc.) and applicable software.
• Responsible for day to day monitoring of networked systems and software hardware and storage components, maintaining equipment database and records, providing field support and installation, and providing online customer support.
• Keeps a watchful eye over end nodes, taking preventative reporting steps to ensure many issues do not occur.
• Responsible for supporting remote monitoring and management (RMM) software.
• Monitors infrastructure health, security and capacity on a clients’ environment.
• Creates alerts (or “tickets”) that identify and categorize the issue based on severity, alert type and other criteria.
• Responsible for monitoring with a view to capture availability/performance/capacity metrics of customers sites.
• Provides 1st level troubleshooting and repair via technical phone supports and emails to Resellers and End Users.
• Any other duties as assigned by line manager or management
• LAN/WAN Network design Technical Training for staff and customers. Responsible for all projects to be completed on time. And performs system integrations. Other assigned duties as applicable.

Competencies/Skills

• Proficiency in Windows/Linux/Mac OS.
• Experience with remote desktop applications and help desk software.
• Attention to detail and good problem-solving skills.
• Excellent interpersonal skills.
• Good written and verbal communication.

Behavioral Qualities/Other Competences

• Detail Oriented
• Personal integrity and high work ethical standards
• Adaptability
• Resilience
• Logical thinking

Qualifications/Experience

• Degree in Computer Science or Electrical Engineering
• Certification in Microsoft, Linux, or Cisco. Is an advantage
• Experience in tech support, desktop support, or a similar role.