Job Description

Position Purpose:
Responsible for ensuring stability of the network and optimal Customer satisfaction.

Requirements:
Minimum Qualifications:

-Degree in IT
-CCNA and ITIL is an advantage.
Other Requirements

-Must be willing to work weekend shifts monthly.
-Must be willing to work flexible shifts.
-Must be willing to work night shift.
-Must have own transport.
Responsibilities:
Customer Communication

-Deal with Customers, either telephonically or via email, in a courteous, efficient, and prompt manner.
-Priortise Customer Centricity and utulie empathy in all communications.
-All emails to be written in appropriate business
-Ensure "active" listening at all times when dealing with Customers.
Incident Logging

-Capture detailed, accurate information of the incident, either telephonically or via email
Incident Handling

-Adhere to Standard Operating Procedures
-Follow up on all assigned tickets and ensure Customers are updated hourly
-Escalate outstanding incidents to suppliers or senior engineers for resolution
-Adhere to daily standards regarding the closing of tickets
Trouble shooting

-Diagnose the problem, identify the root cause and resolve the issue as quickly as possible
Teamwork

-Work with collegues to achieve overall team goals
-Highlight problems and work with team to find solutions
-Take personal ownership of problems with full accountability.
Key Stakeholder Relationships
Internal

-Sales, Projects, Ops, Quality Assurance, Carrier Relations
External

-Suppliers, Customers
Competency:
Knowledge

-Knowledge of networks in the telecommunications industry (Cisco WANs / LAN)
-Knowledge of customer service principles
-Knowledge of effective customer engagement
Skills

-Strong written and verbal communication skills in English
-Understanding of network design
-Analytical thinker
-Customer Centricity
Behavioral

-Customer Responsiveness
-Results driven.
-Problem solving
-Attention to detail
-Stress tolerance
-Resilience
-Proactivity
-Resilience

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