Technical Support Engineer at Vilcom Networks Limited

Role Summary

• The Technical Support Engineer plays a pivotal role in provid- ing first-line technical assistance to customers, resolving service-related issues, and coordinating provisioning and dispatch operations.
• The position ensures efficient service restoration, excellent customer experiences, and smooth coordination between the field, operations, and support teams.

Key Responsibilities

• Serve as the first point of contact for customer inquiries and technical support.
• Diagnose and resolve customer issues promptly while ensuring excellent service delivery.
• Log, monitor, and escalate tickets within SLA timelines. Coordinate with field teams for installations, mainte- nance, and service repairs.
• Manage service provisioning, activations, and updates as per company guidelines.
• Maintain detailed documentation of customer interactions and service resolutions.
• Collaborate with cross-functional teams to enhance cus-tomer satisfaction and process efficiency.

Qualifications

• Bachelor's degree or Diploma in Information Technology, Computer Science, or a related field.
• Additional technical certifications (e.g., CCNA, CompTIA, ITIL) are an added advantage.
• Minimum 1 year of experience in a technical support or customer service role.
• Experience in an Internet Service Provider (ISP) environ- ment is mandatory.
• Field experience in installations or troubleshooting will be an added advantage.
• Proven ability to manage difficult customer interactions with professionalism and empathy.
• Passionate about customer satisfaction, teamwork, and service excellence.

Core Competencies

• Excellent communication and problem-solving skills. Strong attention to detail and organizational abilities. Ability to multitask and work efficiently in a fast-paced environment.
• Adaptability to various shifts, weekends, and on-call duties.