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  • Senior Technical Support Supervisor at an Internet Service Provider Firm Via HRLeverage Africa

  • Posted on: 3 January, 2017 Deadline: Not Specified
  • View Jobs in ICT / Telecommunication View All Jobs at HRLeverage Africa
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  • HRLeverage - Our Client is a successful Internet Service provider and telecoms infrastructure company  with over a decade in the industry in Nigeria.

    Senior Technical Support Supervisor


     Duties and Responsibilities:

    • Improve case resolution times.
    • Backlog tickets reviews and take corrective actions with the support team if needed. 
    • Follow up the progress on escalated cases. 
    • Ensure proper follow up and closure of all pending tickets by the support team members. 
    • Evaluate team member’s performance.  6. Intense follow up on VIP customer’s cases. 
    • Assist in creation of customer support polices & procedures.
    • Follow up on unresolved cases. 
    • Motivating staff through individual coaching sessions. 
    • Provide documentation for procedures & technical aspects. 

    Personal Responsibilities:  1- Report to the support manager. 

    • Should maintain a high level of personal responsibility in order to be an example to his Team. 
    • Abide and apply the rules and regulations of the department and the company as a whole.
    • Responsible for achieving targets provided by the management.


    • BSC (or equivalent) in Computer Science, MIS, Telecom/computer Engineering or Relevant Education 
    • Having previous experience in supervising support team/s.  
    • Having previous technical experience in ISP environment. 
      Understand the functionality of telecommunication network transmission nodes. Like transmission equipment Language


    • Good verbal and writing skills in English are mandatory.
    • Excellent internal communication skills
    • Solid organizational skills including attention to detail and multi-tasking skills
    • Strong working knowledge of Microsoft Office
    • experience as a sales coordinator or in other administrative positions will be considered a plus


    • Interpersonal relationship.
    • Maintain a good communication and interaction with his team members & managers. 
    • Self-learner and capable to adopt quickly. 
    • Communications skills, both verbal and written.
    • Quick learner motivated and dedicated to get the job done right.
    • Having good technical background
    • Having excellent approach in escalating tickets to other departments.  § Hands on experience on radio links, routers, firewalls

    VERY WELL Negotiable depending on the experience

    Method of Application

    Applicants should send Cvs  to  CC:

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