Technical Support Officer

Job title : Technical Support Officer

Role In Summary

• As a key member of our Technical team, you will be responsible for the execution of Technical/Network strategy, coordinates the Network Operation Centre (NOC) to achieve maximum possible service availability & performance for Brainshare customers.
• Ensure total customer satisfaction for the Company clients at all time.
• Coordinates the Technical Support Team to have excellent relationship with Sales Team, Project Team, Accounts Department & the Clients.

Main Duties

• Assist in developing, designing & implement workflows for infrastructure configuration, back –up & management.
• Leverage networking tools to identify & mitigate networks anomalies.
• 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.
• Manages outages bridges, compose detailed shift and outage reports to NOC Team Lead.
• 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 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.

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.

Age Bracket:

• 26 – 32 years of age.