9 Aug 2019

Help Desk Support Technician at Uwezo Broadband

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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

How to Apply

Interested and qualified? Go to Uwezo Broadband career website on www.linkedin.com to apply






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