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.
See: Call For Applications At Oxfam
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
Closing Date for Application: 20th June, 2023