• Application Deadline:
• Position: Technical Support Engineer



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience



• Location Lagos




• Job Field ICT / Computer 
  
  

Responsibilities

• Receive calls for all customer complains.


• Carry out first level troubleshooting to resolve customer issues remotely.


• Open, assign, update, and close tickets for all customer issues reported.


• Escalate unresolved technical issues to the Service Planning & Optimization unit.


• Follow up on every open ticket that is assigned other units.


• Ensure issues are resolved and tickets closed within 48 hours.


• Manage all customer communication channels and ensure they are always active.


• Notify customers of any pre-planned network activity.


• Notify all affected customers of downtimes caused by service failures.


• Call customers to confirm their issues have been resolved before closing tickets.


• Monitor all POPs and enterprise customer last mile links.


• Ensure new enterprise links are added to monitoring tools.


• Maintain a database of all enterprise customer PRTG login details and ensure it is always up to date.


• Ensure new enterprise customer PRTG details are created.


• Generate monthly availability report for all enterprise customers.


• Maintain a complete database for all customers and ensure it is always up to date.


• Other duties assigned by unit head.

Requirements

• Interested candidates should possess relevant qualifications with years of work experience.