Technical Support Engineer resolving software and hardware issues for elite sporting customers. Collaborating with various teams to enhance product reliability and support experience.
About the role
- Technical Support Technician resolving technical escalations and providing support at Poa! internet. In-depth troubleshooting and back-end analysis for customer and technical incidents in a fast growing ISP.
Responsibilities
- Resolve escalated technical issues from L1 teams within 1 hour, ensuring tickets are updated accurately
- Escalate network performance and availability issues to the NOC team at the end of every 8-hour shift
- Analyse recurring issues, identify root causes, and share resolutions with the NOC and L1 teams within 1 hour
- Respond to installation and field support issues escalated by Service Partners during working hours
- Support the creation and management of departmental documentation and processes
Requirements
- Technical certificate in networking/ diploma or degree in networking
- Knowledge of routing and switching protocols
- IT systems knowledge
- Radio frequency expertise
- Results-oriented with track record in B2C technical support
- Exceptional interpersonal, verbal and written communication skills
- Conflict resolution skills
- Customer-focused with strong analytical, troubleshooting, & problem-solving skills
- Experience using CRM and remote support tools with end-to-end ownership
- At least 2 years in a fast-paced, high-pressure L2 support environment in telecommunications
- Ability to communicate technical info to non-technical employees
- Must have worked in a B2C technical support team in telecommunications sector
- Must have at least 2+ progressive years in a similar setup
Benefits
- Medical cover
- Airtime allowance
- Annual training allowance
- Career growth opportunities
- Exciting work environment
- Dynamic, supportive team
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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