Job Title: Retail Technical Centre Engineer
Location: Lagos
Employment Type: Full-time
Purpose of the Job
- Provide first level off-site technical support for all services: Internet service, Voice, Connected Home and Office, etc.
- To consistently provide a high level of excellent customer service and support, ensuring customer satisfaction.
Incident Management (First Call Resolution):
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- Manage Service request life-cycle: receive, log and take ownership of all general Service Requests and progress to resolution.
- Receive, log and take ownership of all faults. Respond to Operations & Maintenance Lead Retail TAC Engineer and provide timely, complete and accurate resolution to customer inquiries via email, phone or web calls.
- Monitor and escalate based on SLAs, coordinate with other teams as may be necessary to resolve customer issues within the contracted SLAs.
- Proactively monitor all owned & installed network elements in corporate customers’ premises.
- Prompt Response to inbound calls and emails.
- Ensure initial call assessment, resolution (if possible) or escalate to the appropriate technical group.
- Identify, document and alert supervisor of trends in customer calls.
- Follow up on unresolved complaint/ open tickets to closure.
- Ensure daily updates of all complaints not closed (open tickets) by following up with person(s), units and organizations responsible.
- Timely Escalation/feedback to relevant units.
- Liaise with clients on updates of progress on Service Requests and Incidents reports ensuring they are kept up to date.
- Dissemination of information regarding network faulty condition, causes, planned outage period for repair/preventive maintenance.
Preparing Technical Reports:
- Produce periodic error-free service reports in order to inform both management and external clients of service levels achieved and areas of service improvement required.
- Prepare daily incidence summary reports.
- Prepare monthly availability reports for customers.
- Generate outage, fault and utilization reports as well as cause analysis/ reason for outage reports.
Educational Qualifications & Functional Skills
- HND, B.Sc / B.Eng Computer Science / Computer Engineering / Electrical-Electronics Engineering (2.2/Upper Credit at minimum).
- CCNA , CCNP (Desired)
- Strong telecommunications, IP design skills, & in-depth knowledge of IP Network.
- Excellent business communication skills both verbal and written.
Work Experience:
- A hands-on experience with the following is a must: IP Routing, UTM, VPN, Home Networking.
- Knowledge and experience with network security is desirable.
- Candidate must possess excellent customer interface, analytical and presentation skills.
HOW TO APPLY
Interested and qualified candidates should send their Resume to: [email protected] and copy: [email protected] using the Job Title as the subject of the mail.
Deadline: March 7, 2023
Job Features
Job Category | Engineering / Technical |