L1 Applications Support Engineer at AirtelTigo

About the Role

Join our IT Department as an L1 Applications Support Engineer. You will report to the Applications Supervisor and be responsible for providing fast and efficient first-line technical assistance on all AirtelTigo applications and Service Desk tools. You will work closely with other support engineers and IT team members to ensure our applications run smoothly.

Job Type

Full-Time, 24/7 shift coverage (Morning, Afternoon, and Night shifts)

Key Responsibilities

• Collect customer requests and data
• Attend to customer phone calls
• Respond to user emails and social media messages (WhatsApp)
• Manage all tickets in the IT Help Desk tool
• Log incident, service desk, and problem notifications to users
• Conduct basic troubleshooting using questionnaires to determine the support level needed and create tickets for Level 2 support
• Provide product information to users
• Resolve common technical issues including username and password problems, menu navigation, hardware and software verification, installation issues, and setup
• Help resolve software and technical questions efficiently and effectively
• Gather required information to handle customer software and technical inquiries
• Manage customer expectations regarding estimated response times for issue resolution
• Resolve issues through phone, chat, and email communication channels
• Meet SLA requirements such as response and resolution times by partnering with all IT resolver groups and L3 Support
• Research and document customer technical issues thoroughly
• Collaborate with Technical Support team members

Location

Accra, Ghana