Job Description

Job Summary - You will be responsible for any on-site support matter escalated to you in the event where an issue may be resolved remotely this has to communicated so with the Network support agents as well as Operations coordinator. - Any onsite support work / Ticket / Service Call has to be signed off by using the our in-house ticketing system sign-off feature - You will need to deliver prompt, professional service to subscribers inside their private homes and will therefore need to be courteous, respectful and punctual - You will be responsible for your own daily diary and support ticket management. All tickets must be updated with detail and insightful information to make sure all relevant parties understand the current situation. Tickets must be updated pro-actively and daily event updates given You will be responsible to schedule your own service support calls, any installation service call will be scheduled for you by Operations Coordinator. - All service calls must be scheduled on your diary and must be visible for all to see. - Your time will be managed by your Team leader & Operations coordinator, in the event of being late for an appointment these personnel must be informed immediately as well as the subscriber. In the case of being late for a support call it will be your responsibility to inform the subscriber that you are running late Requirements: - Support telecommunication systems as far the Network and ISP focus areas will allow - Perform basic remote troubleshooting and resolve issues where possible on broadband Internet home gateways, telephone, voice and wifi-related queries (where applicable) - Keep very accurate reports on fault details and resolution process - Respond to queries in a professional friendly and timely manner - Liaise with the relevant network on support escalations and site visits (if the need arises) - Manage applications and new activations process whilst communicating with the all the relevant parties to get the new connections activated - Ability to work unsupervised and able to check ones own work - Ability to report monthly statistics to the Operations manager Personality profile: xc3xaf General work ethic of trust, honesty, integrity, punctuality and diligence xc3xaf Must be a team player that is able to work with and teach others xc3xaf Customer centric xc3xaf Self-motivated xc3xaf Effective communication skills verbal and written xc3xaf Presentation skills xc3xaf Willingness to accept responsibility xc3xaf Ability to work under pressure and deal with difficult clients and/or network engineers xc3xaf Ability to influence / organise the environment to achieve goals xc3xaf Change through participation and pro-activeness xc3xaf Initiative and drive, must be results-driven xc3xaf Decision making decisiveness and ability to follow-up on decision and quality of judgement xc3xaf Technical ability in own specialist field Skills and qualifications advantageous: - A+, N+, network experience advantageous - 2 Years + experience in network architecture and administration as well as experience in supporting telecommunication services and/or equipment and operating systems - Technical aptitude - Solid understanding of desktop computer operating systems, tablet and smart phone devices, Web browsers and email - Solid understanding and ability to troubleshoot client CPE devices, routers and wifi extenders - Self-motivated, precision worker that takes pride in their work - Effective telephone communication using questioning and attentive listening skills - Ability to effectively deal with job stress and irate customers - Ability build positive business relationship with clients - Drivers license & own transport - Integrity and ability to work unsupervised and able to check own work - Ability to work in a team - Good Business and Human Relations skills - Willingness to Learn and Solve Challenging problems - Ability to work under high pressure situations and flexibility work times if required - Problem Solving capability - Analytical thinking, accurate reporting and excellent people and communication skills essential - Availability to work after hours and be on standby support for the call centre

Adele Wint & Associates

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