Job Description

Closing Date: 2024-06-30Job Type: PermanentJob Level: SkilledExperience: Between 1 - 3 YearsEE/AA: NoSummary

• Respond to client inquiries via phone, email, or ticketing system, and troubleshoot technical issues relating to Data, VOIP and Firewalling.

DescriptionTechnical Troubleshooting

• Respond to client inquiries via phone, email, or ticketing system, and troubleshoot technical issues relating to Data, VOIP and Firewalling.

Ticket Management

• Create, update, and manage support tickets in the ticketing system to ensure that all client issues are properly documented and resolved in a timely manner.

Remote Assistance

• Provide remote support to clients by accessing their systems and devices using remote desktop tools or other remote support software.
• Guide clients through troubleshooting steps or resolve issues directly.

Customer Communication

• Maintain clear and professional communication with clients, keeping them informed about the status of their support requests, and ensuring that they understand any actions being taken to resolve their issues.

Escalation Management

• Identify issues that cannot be resolved at the 1st line level and escalate them to 2nd line support technicians or other appropriate teams within the company providing detailed information to facilitate swift resolution.

System Monitoring and Maintenance

• Monitor client systems, networks, and services for performance issues, outages, or other anomalies, and take proactive measures to address them or escalate as needed.

Training and Education

• Provide basic training and guidance to clients on how to use technology effectively, troubleshoot common issues, and avoid potential problems in the future.

Adherence to SLAs

• Adhere to service level agreements (SLAs) by meeting response time and resolution time targets for client support requests, ensuring that clients receive timely and satisfactory assistance.

On-Site Support

• Travel to client locations to perform installation, configuration, maintenance, and troubleshooting of hardware, software, networks, and other IT systems and equipment.

Hardware Installation and Maintenance

• Install, upgrade, and maintain hardware components such as routers, switches, IP Phones and other peripherals according to client requirements and manufacturer specifications.

Network Setup and Configuration

• Set up, configure, and troubleshoot network infrastructure components including routers, switches, firewalls, wireless access points, and VPNs to ensure reliable connectivity and security.

Documentation and Reporting

• Document all on-site activities, including installations, configurations, troubleshooting steps, and resolutions, and provide regular status updates and reports to internal teams and clients as required.

Client Communication

• Maintain clear and professional communication with clients, onsite staff, and internal teams, keeping them informed about the status of on-site projects, issues, and resolutions, and addressing any concerns or questions they may have.

Minimum Requirements

• Strong understanding of networking concepts
• Mikrotik routers is an essential requirement.
• VOIP, Hosted IP PABX and Firewalling fundamentals

Afro Miaki Group