First Level Technical Support Officer

Position Overview

We are seeking a motivated professional to provide first-level off-site technical support for all ipNX services, including Internet, Voice, Connected Home, and Office solutions. In this role, you will deliver excellent customer service and support while ensuring high levels of customer satisfaction.

Key Responsibilities

• Manage the complete service request lifecycle: receive, log, take ownership of technical service requests, and progress them to resolution
• Receive, log, and take ownership of all faults; respond to customer inquiries via phone with timely, complete, and accurate resolutions
• Monitor and escalate issues based on SLAs; coordinate with other teams to resolve customer issues within contracted timeframes
• Proactively monitor all ipNX-owned and installed network elements at customer premises
• Conduct initial call assessment and provide resolution where possible, or escalate to the appropriate technical group
• Identify, document, and alert supervisors of trends in customer calls
• Ensure daily updates of all open complaints and tickets by following up with responsible persons, units, and organizations
• Liaise with clients to provide progress updates on service requests and incident reports, keeping them informed of network conditions, causes, and planned maintenance outages
• Produce periodic, error-free service reports to inform management and external clients of service levels achieved and areas requiring improvement
• Prepare daily incident summary reports
• Generate outage, fault, and utilization reports, including cause analysis and reasons for outages

Required Qualifications and Experience

• B.Sc or B.Eng in Computer Science, Computer Engineering, or Electrical-Electronics Engineering (minimum 2.2 or Upper Credit)
• CCNA or CCNP certification (desired)
• Strong telecommunications and IP design skills with in-depth knowledge in the field