Job ID 22
Department Enterprise Service Management
JOB DESCRIPTION
Function : Technical Support
Reporting to : Team Lead, Enterprise Service Management,
Work Schedule : Shift
Travel Frequency : Seldom
Purpose of the Job
Provide first level off-site technical support for all ipNX services : Voice, Data connectivity, Internet services, WiMAX services etc.
To consistently provide a high level of excellent customer service and support ensuring customers satisfaction.
Expected Key Results (Detailed KPIs)
Incident Management (First Call Resolution)
Prompt Response to inbound calls and emails
Follow up on unresolved complaint / open tickets to closure
Timely Escalation / feedback to relevant units.
Preparing Technical Reports
Educational Qualifications & Functional Skills : (B.Sc / B.Eng) Computer Science / Computer Engineering / Electrical-Electronics engineEngineering 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, MPLS, QOS, VPN. Knowledge and experience with network security (IPSec Firewalls) are desirable.
Experience with Wireless Point-to-Point and Point-to-Multipoint technologies is desirable Candidate must possess excellent customer interface, analytical and presentation skills and be able to influence internal and external organizations
Other Requirements : Customer Focus Tech savvy Action orientation Drive results Cultivate Innovation Ability to optimize work processes Resilience Self Development Nimble Learning 
