Help Desk Support Technician at Uwezo Broadband

Job Description

• Coordinate, deliver on goals and targets within turnaround time and maintain and improve SLA
• Be the first point of contact for client support ( Client services, troubleshooting and administration)
• Research and identify solutions to network outages & faults.
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track client downtime issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. Senior Network Engineers)
• Provide prompt and accurate feedback to customers
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their links are fully functional after troubleshooting
• Provide daily, weekly & monthly reports on all outages & faults.

Skills

• Good knowledge of ISP business
• Exposure in offering support in an ISP environment.
• Experience in a Huawei Network Environment.

Required Qualification

• CCNA a must
• One year experience in in a busy Internet Service Provider.
• Demonstrated experience working in a call center or client support environment.
• Must be available immediately