Technical Support Executive (Operations Engineer)

Job Purpose

• The Technical Support Executive (Operations Engineer) is responsible for delivering reliable technical support services, resolving customer issues within agreed service levels, supporting customer onboarding and provisioning activities, executing migration and implementation projects, and ensuring high levels of customer satisfaction.
• The role also contributes to technical documentation, process improvement, and continuous learning to support EnrolWeb's service delivery objectives.

Key Responsibilities
Technical Support & Customer Service:

• Respond to and resolve customer technical issues relating to web hosting, domains, email services, cloud platforms, and related solutions.
• Diagnose, troubleshoot, and resolve incidents within agreed Service Level Agreements (SLAs).
• Escalate complex issues appropriately and ensure timely follow-up until resolution.
• Maintain excellent customer communication throughout the support lifecycle.
• Support OEM solutions and third-party products offered by the company.

Customer Provisioning & Implementations:

• Provision customer services including hosting accounts, email platforms, cloud services, SSL certificates, and related products.
• Execute customer onboarding activities and ensure timely service activation.
• Participate in migration projects including email, website, hosting, and cloud migrations.
• Support implementation and deployment of customer solutions according to approved project plans.

Technical Operations:

• Monitor assigned systems and services to ensure optimal performance and availability.
• Perform routine technical maintenance and operational tasks.
• Assist in infrastructure administration and platform management activities.
• Identify recurring issues and recommend preventive measures.

Documentation & Reporting:

• Maintain accurate records of support activities, incidents, projects, and customer communications.
• Create and update technical documentation, knowledge base articles, standard operating procedures, and troubleshooting guides.
• Ensure all assigned tasks are properly updated within approved systems and platforms.

Collaboration & Continuous Improvement:

• Work closely with Sales, Product, Commercial, and Development teams to support customer requirements.
• Participate in assigned technical projects and provide regular stakeholder updates.
• Contribute ideas that improve operational efficiency, service quality, and customer experience.
• Pursue continuous technical development through approved training and certifications.

Pre-Sales & Proposal Support:

• Provide technical input for customer proposals, quotations, and solution designs.
• Assist Sales and Commercial teams in developing technical scopes, implementation plans, and project timelines.
• Participate in customer discovery sessions, demonstrations, and technical presentations where required.
• Review technical feasibility and implementation requirements before project commencement.

Qualifications

• Bachelor's Degree or HND in Computer Science, Information Technology, Engineering, or a related field.
• Relevant technical certifications are an advantage.

Experience:

• Minimum of 2 years' experience in technical support, systems administration, hosting support, or cloud operations.
• Experience supporting Microsoft 365, Zoho Workplace, web hosting platforms, DNS, email systems, and cloud services is desirable.
• Experience with customer-facing technical support environments.

Skills & Competencies:

• Technical troubleshooting and problem-solving.
• Knowledge of web hosting, DNS, email systems, and cloud technologies.
• Customer service orientation.
• Project coordination and implementation support.
• Documentation and report writing.
• Time management and prioritisation.
• Team collaboration and communication.
• Attention to detail and process compliance.

Salary
N200,000 / month.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should send their CV to: using the Job Title as the subject of the email.

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