Network Help Desk Operations Officer (Network Infrastructure)

Our client is a startup network infrastructure company that specializes in providing managed services for infrastructure, network management, data integrations, and application management in Nigeria. The Company is known for its reputation for high-quality service delivery and customer satisfaction.

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

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.

§ Profound reasoning ability.