Jobs at Alfred and Victoria Associates

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 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

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.

Certifications

• Academic / Education Qualifications: Preferred B.Sc / HND in Computer Science.
• CCNA is preferred.
• MCP is preferred.

Experience:

• 2 - 5 years work experience.
• A previous experience in support or IT department

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.

Key Skills & Competencies:

• Interpersonal relationship.
• Maintain a good communication and interaction with customers and colleagues.
• Self-learner.
• Communications skills, both verbal and written.
• Language Qualifications: Good verbal and writing skills in English are mandatory.

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Job Description

• The Enterprise Sales Executive position is primarily responsible for revenue generation through strategic alliances with customers.
• The Enterprise Sales Executive will identify opportunities to increase sales and profitability, and has responsibilities directly related to making sales to include: meeting with customers at the customer’s site, communicating with customers via phone, email, and teleconference, providing subject matter expertise regarding technical issues; advising customers on suitability of products and solutions based on their technical needs, preparing proposals, presentations, pricing and contracts, developing strategic plans related to the customer and the proposed solution.

Job Requirements

• BSc. / B.A Degree or its equivalent in related field.
• Excellent Communication skills, organizational skills, self-motivation, results-oriented with a positive outlook, punctuality, ambitious, clear focus on high quality and business profit, mature.
• Must be comfortable to contact and deal with all types of companies: small, medium and multi-national companies.
• Ability to prospect for new potential sales, respond to and follow up sales enquiries.
• Minimum of 3 years sales experience in an ISP company a MUST; experience in Enterprise Business also a MUST.
• Must be computer literate with excellent knowledge in Microsoft Office (particularly Excel, word and PowerPoint) and in the use of Internet-based resources.
• Must have experience in the internet connectivity environment and a technical overview or background.

Salary
Very attractive.

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Responsibilities

• Configuration and installation of various router (MTCNA, Cisco, Juniper etc)
• Implementations of Point-to-Point and Point-to-Multipoint Links using Mikrotik, UBNT and Cambium Radios
• Base Station installation and maintenance
• Configuration and working with WIFI Hotspot
• Problem management on incident.
• Analyze complex network problem and providing resolutions.
• Configuration management of network devices.
• Provide LAN and WAN support to customers
• Provide LAN and WAN support to customers
• Troubleshooting of WAN/LAN networks for clients
• Installation and configuration of microwave radios to establish wireless links

Academic Qualification

• B.Eng. / HND in Engineering or other related Course.

Experience:

• At least 4 years, must have worked with an ISP

Key Skills & Competencies:

• Quick learner motivated and dedicated to get the job done right.
• Prompt in emergency situations.
• Confidently and quickly handle the problem.
• Experience in testing, commissioning, integrating, supporting, fault analysis and diagnosis of Telecom products and systems.
• Good communication and organization skills.
• Work well with others at various level.

Salary
Very Attractive.

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Duties and Responsibilities

• Provide technical support for corporate clients.
• Design implements and support IT, Security and Network Solutions for corporate clients.
• Troubleshoot Core network problems.
• Upgrade core network equipment and configuration

Personal Responsibilities

• Report to the Head of Department.
• Responsible for all assigned equipment to his team.
• Should maintain a high level of personal responsibility in order to be an example to his colleagues.
• Abide and apply the rules and regulations of the department and the company as a whole.
• Responsible for achieving any assignment given by his Manager
• Keeping up to date with departmental and company notification via Emails, Notice board and other mediums
• Keeps himself up-to-date with the technologies required by companies.
• High ability and readiness for any kind of urgent intervention at client sites to meet SLAs.

Academic / Education Qualifications

• BSc or equivalent in Computer Science, Computer Communication Engineering or Telecom.

Certifications:

• CCNA is a must.
• CCNP is preferable.

Experience:

• At least 3 years proven hands-on experience in network engineering

Language Qualifications:

• Good verbal and writing skills in English are mandatory.

Technical Skills:

• In depth knowledge of TCP/IP protocol stack
• Configuration and maintenance of network equipment including routers, switches, Firewalls
• Experience in Mikrotik and cisco devices configuration
• Solid Understanding of Layer 3 technologies (EIGRP, OSPF, BGP..) and layer 2 technologies(VLAN, trunks, STP..)
• Maximizing network performance through ongoing monitoring and troubleshooting
• Good Knowledge in Unix Servers (Redhat, Centos, and Debian…)
• Ability to understand and work on new technologies and to quickly adopt to equipment made by different vendors.
• Ability to design topologies and provide consultancy for corporate customers.
• Troubleshooting, diagnosing and resolving hardware, software, and other network and system problems.
• LAC/LNS Implementation and troubleshooting knowledge.
• MPLS L2VPNs, L3VPNs and VPLS knowledge is a plus.
• Cisco ASA and Juniper firewalls configuration and maintenance is a plus.

General Skills:

• Interpersonal relationship.
• Maintain a good communication and interaction with customers and colleagues.
• Team player.
• Knowledge sharing.
• Communications skills, both verbal and written.

Salary 
Very Attractive.

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Duties and Responsibilities

• Provide optimum customer relationship as required to maintain and enhance existing business, resulting in repeat business, and preventing customer churning.
• Escalation of all clients payment issues to assigned Sales Representatives for follow up in a timely manner
• Follow up on all clients WHT remittance, collection of Credit Notes for remitted WHT from clients and internet subscription on a monthly basis.
• Improve the overall customer relationship, delivering reliable administrative support and customer service.
• Schedule and conclude status meetings with appropriate development resources and customers.
• Provide proper account reconciliation and credit notes to customers for down time experienced.
• Maintain complete and accurate customer correspondence data.
• Assist sales team in business acquisitions, planning, retention and management.
• Develop and update client related reports.
• Identify and reports on continuing problems in an effort to minimize future negative customer impact.
• Proactively follow up disconnected clients to get their links reconnected and resolve issues.
• Manage customer portfolio to maximize relationship building opportunities.
• Run periodic customer satisfaction survey.

Qualifications & Experience

• BSc / HND in any related field or equivalent.
• 3+ years' Client Relationship experience. Preferably in an Internet Solution Provider client facing environment while being professional and Customer focused.
• Stays calm under stress and proactive in problem-solving.
• Tactful, courteous, and possess the ability to build profitable relationship with Clients.
• Active listener, articulate speaker, and adaptable to client peculiarity.
• Great telephone etiquette; ability to hold a decent conversation over the phone, processing information received from clients and giving accurate responses clients.
• Ability to function in a multi-tasking environment.
• 3+ years PC experience using electronic messaging systems (emailing, texting and chatting), office productivity software (such as Excel, Word processing, Microsoft Outlook and internet surfing).

Skills and Specifications:

• Fluency in English; excellent communication (Oral & Written) skills, interpersonal skills and superb listening skills.
• Knowledge of account management and relationship building process; Prior experience in business development process will be an advantage.
• Must meet strict deadlines.
• Ability to type fast, receiving and sending large email correspondence to clients.
• Ability to make large number of calls and receiving same from clients.
• Excellent knowledge basic accounting principles; account reconciliation, Taxation (Withholding Tax & Value Added Tax application) and aggressively follow up on client’s debts/revenue collection.
• Good knowledge of invoicing and preparation credit notes to clients.

Salary
Attractive.