L1 Applications Support Engineer at AirtelTigo

Job Summary

The successful candidate will join our team as a Support Engineer for L1 Applications in the IT Department. You will report to the Applications Supervisor and be responsible for providing fast and effective 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 that applications are running smoothly.

Key Responsibilities

• Operate on a 24/7 shift rotation (Morning, Afternoon, and Night shifts)
• 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 as primary responsibility
• Process incident, service desk, and problem notifications to users
• Conduct basic troubleshooting using questionnaires to determine the level of support needed and create tickets for Level 2 support escalation
• Provide product information to customers
• Resolve common issues including username and password problems, menu navigation, hardware and software verification, and installation/setup issues
• Address software and technical questions efficiently and effectively
• Gather necessary 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 SLAs for response and resolution times by partnering with IT resolver groups and L3 Support
• Research and document customer technical issues thoroughly
• Collaborate with Technical Support team members

Job Details

• Company: AirtelTigo
• Location: Accra, Ghana
• Job Type: Full-Time
• Category: IT/Telecom