Jobs at MegaMore Wireless Broadband

Knowledge & Experience:

• Experience and hands-on knowledge of Mikrotik, Ubiquity and Cisco
• Installation /configuration/troubleshooting experience in networking and wireless equipment Router / Switches.
• Proven experience and success with LAN, WAN, WLAN, VLAN, OSPF Routing and Switching configuration and troubleshooting.
• Proven experience with network capacity planning, network security principles, and general network management.
• Maintain a sound working relationship within the company and external bodies.
• Perform routine O&M procedures as prescribed for Transmission and BTS Radio networks.
• React to emergency faults and ensure all faults are rectified promptly within contracted SLA.
• Resolve repetitive faults affecting BTS radio network and ensure provision of power (requisite quality) to all sites within purview 24 hours a day.
• Good understanding of VPN, DNS / Email / Web protocols.
• Good understanding of the organization’s goals and objectives.
• Gather information and compile reports.
• Identify and clear any fault/ alarm raised and assigned by trouble ticket while escalating such within the stipulated period in the SLA's.
• Implement approved software changes as directed with change requests.

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Job Description

• 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 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).

Personal Responsibilities

• 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.

Academic / Education Qualifications

• Preferred: B.Sc (or equivalent) in Computer Science.

Certifications:

• MTCNA and OR CCNA is preferred.
• MCP is preferred.

Experience:

• 1 - 4 years work experience.
• A previous experience in support or IT department.

Technical Skills:

• Investigate and troubleshoot customer problems by analyzing bandwidth graphs, packet loss.
• Basic routing & switching knowledge.
• Basic RF knowledge.
• Ability to resolve problems remotely.

General Skills:

• Interpersonal relationship.
• Maintain a good communication and interaction with customers and colleagues.
• Self-learner.
• Communications skills, both verbal and written.