Network Help Desk Operations Officer (Network Infrastructure) at iRecruiters Africa Limited

• The company is seeking to hire an efficient Network Help Desk Operations officer to remediate level 1 and level 2 customer issues and produce daily help desk reports including shift handover, incident reports, and backhaul reports.

Key Responsibilities:

• Remediate Level 1 and Level 2 customer issues.
• Produce daily help desk reports including shift handover, incident reports, and backhaul reports.
• Engage, and build relationships with customer network support teams
• Process reviews and escalation to the project team for fault resolution
• Fault record reporting and maintenance.
• Ensure customer service is timely and accurate daily
• Escalate issues when needed
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process

Key Requirements:

• HND/B.S. degree in Computer Science, Computer Engineering, Information Technology, Electrical Engineering, or other technical equivalent, including on-the-job experience and/or certifications.
• Proven experience as a Help Desk and customer service in a Network Service provider is preferred.
• Customer service or ITIL certification is required
• Excellent written and verbal communication skills are required.
• Must be capable of explaining and instructing technical data in non-technical terms