Support Engineer for L1 Applications At Airteltigo

Airteltigo

The successful candidate will join the team as a Support Engineer for L1 Applications in the IT Department of Airteltigo Ghana. 

Key Responsibilities:

  • You will be running Shift: 24X7 (Morning, Afternoon & Night shifts)
  • Collect customer requests and data.
  • Attend to customer phone calls.
  • Respond to user emails and social media messages (WhatsApp)
  • Primary responsibility for management of all tickets in IT help desk tool.
  • Incident, service desk and Problem notification to users
  • Conduct basic troubleshooting using questionnaires to find out the level of support needed and create tickets for Level 2 support.
  • Provide product information.
  • Solve common problems such as username and passwords issues, menu navigation, verification of hardware and software, installation issues, and setup.
  • Help resolve software and technical questions for the customer efficiently and effectively.
  • Gather the required information necessary to best handle customer software and technical inquiries.
  • Manage customer expectations regarding estimated response times for issue resolution.
  • Resolving the issues through Phone, chat, and email communication channels.
  • Meet SLAs like response and resolution times by partnering within all IT resolver groups in IT department as well as L3 Support.
  • Extensively research and document customer technical issues.
  • Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.
  • Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
  • Run monitoring reports for usage, performance, and/or availability.
    Ensure L1 monitoring of all AirtelTigo applications and escalate where necessary.
  • Document solutions for knowledgebase and bring new ideas for innovation and automation excellence into the Support team.
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Required Qualification and Experience:

  • Extensive experience in same or similar position.
  • ITIL certification is an advantage.
  • Bachelor’s degree in computer science engineering (or related technical discipline)
  • 2-4 years of relevant experience in L1 technical customer support with a strong customer interaction experience
  • Good debugging skills
  • Passion to be a part of a hardworking and winning team.
  • Willing to work in a 24×7 environment and provide weekend coverage.
  • Ability to multitask in a fast-paced environment.
  • Excellent ability to learn and articulate software-related and technical concepts.
  • Strong active listening skills and excellent written and oral communications skills.

How To Submit An Application For The Position Support Engineer – L1 Applications

Click Here To Apply 

Closing Date for Application: 20th June, 2023

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