• Application Deadline:
• Position: Technical Support Officer



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience



• Location Lagos




• Job Field ICT / Computer 
  
  

Main Duties

• Leverage networking tools to identify & mitigate networks anomalies.


• Ensure stable & reliable network services.


• Monitors the network performance on daily basis.


• Handles & coordinates network trouble shooting & fault analysis.


• Manages deployment & maintenance of network monitoring, analysis & reporting tools.


• Manages installation of network hardware & software.


• Contribute to design & enhancement of the Company datacentre infrastructures.


• Manages outages bridges, compose detailed shift and outage reports to Management.


• Identify and assess Customers’ needs to achieve satisfaction.


• Communicating with Customers through various channels e.g email, sms and phone call etc.


• Acknowledging and resolving Customer complaints.


• Processing orders, forms, applications and requests.


• Keeping records of Customer interactions, transactions, comments and complaints.


• Managing a Team of IT trainee or junior Customer support representives in NOC.


• Ensure Customer satisfaction and provide professional Customer support at all times.


• Build sustainable relationships and trust with Customer accounts through open and interactive.


• Provide accurate, valid and complete information by using the right methods/tools e.g MOWE, Zalpro, Zoho Desk.


• Liaise with Project and Accounts departments on fault resolutions and Customer account reconciliation.


• Ask Customers targeted questions to quickly understand the root cause of the problem.


• Talk Customer through a series of actions, via phone, email or chat, until the issue is solve.


• Properly escalate unresolved issues to appropriate levels.


• Any other Tasks assigned to you by the Management.

Personal Qualities & Qualifications

Job Holder need to be:

• Degree holder in Electrical Electronic Engineering, Information Technology, Telecommunications Engineering Or Computer Engineering from reputable higher institution.


• A focussed, self-motivated employee with creative flair who will bring Network strategies to life.


• Passionate about Network Strategies that thrives on delivering exciting performance and content.


• Service and process knowledge.


• Friendly attitude.


• Empathy.


• Strong time Management.


• A highly effective individual who has an absolute eye for detail and is focussed on improving business performance through exceptional Network – Strategies/Solutions execution, reporting and evaluation.

Demand on the Job:

• Ability and wiliness to work long hours and meet tight deadlines.


• Ability to work under none or minimal supervision.


• Ability to work weekends and in shifts.