Technical support engineer at Cobranet Limited in Lekki, Lagos

Role summary

• Offer IT assistance service through phone, email, and other channels as necessary to customers.
• Follow standard standardized processes for proper escalation of unresolved concerns to the suitable internal teams.
• Offer prompt and precise response to clients.
• Ensure proper check in and closure of all pending tickets.
• Interact with clients to offer and process information in response to service issues and questions.
• Report to higher support tier cases to another unit and check in on the case. Making sure incidents are recorded in a specialist manner using the accessible Client engagement Management (CRM).

Personal Duties

• Answer to the Chief of Department.
• Address customer expresses dissatisfaction in a proper and specialist manner.
• Should preserve a high level of personal duty.
• Abide and submit application the compliance standards of the department and the organization as a whole.
• In charge of delivering any task provided by the Manager.
• Keeping current with unit-specific and organisation alert through Emails, notice board and other mediums.

Qualifications:

Cisco certified network associate is desirable. MCP is desirable.

Expertise:

1 - 4 years work expertise. A previous expertise in assist or IT department.

Specialized abilities:

• Explore and diagnose issues client challenges by evaluating bandwidth graphs, packet loss.
• Basic routing & switching expertise.
• Basic RF expertise.
• Capability to settle challenges remotely.

General Competencies:

• Interpersonal connection.
• Preserve a effective communication and engagement with clients and teammates.
• Self-learner.
• Communications competencies, both verbal and documented.

Language Credentials:

Good verbal and skilled in writing in English are compulsory.