Tech Support Intern
Mesika Limited
5d ago
source :, LLC

This is a customer-facing position that requires total professionalism

  • Follow Standard Operating Procedures to troubleshoot, reproduce, document and resolve customer-related issues by knowledge of the company's product stack and technologies.
  • Understand, set, manage and exceed customer expectations

  • Create and maintain documentation, process standards and service information
  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical issues
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Take clients through a series of actions, either via phone, email or chat, until a technical issue is resolved
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Provide prompt and accurate feedback to customers
  • Refer to required resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Maintain jovial relationships with clients
  • Ensure maximum service availability and performance
  • Monitor the performance and capacity of servers using a variety of tools to look for hardware, software, and environmental alerts or malfunctions.
  • Provisioning (IP assignment, core network configuration, DNS setup, monitoring and graphing for colocation, leased lines, customer backup and other customer network services).
  • Server build and installs, application upgrades, network equipment build and installation. Maintaining hardware serial audits, writing custom monitoring plugins and configuring bespoke graphing.
  • Facilities maintenance (monitoring servers, UPS, generators, power usage, running health and safety checks on all client applications and infrastructure.)
  • Facilities provisioning (rack setup, ethernet, fibre installation and console cabling remote power and KVM).
  • Required Skills or Experience

  • Ability to diagnose and troubleshoot basic technical issues
  • Excellent problem-solving and communication skills
  • Outstanding written / verbal communication and interpersonal skills in providing step-by-step technical help
  • Unix / Linux Knowledge required
  • Basic knowledge of Mobile Technologies
  • Ability to work early morning or late night shifts
  • Software troubleshooting knowledge and experience
  • Organisation and attention to details
  • A passion for working directly with customers and a team player.
  • Must have impeccable follow through skills .
  • Must be able to readily answer support related emails, phone calls and other channel sources
  • Self-motivated, works effectively with minimal supervision (NO MICROMANAGING)
  • Knowledge on Kannel is an advantage.
  • Experience with Cyberoam, PFsense
  • Basic understanding of network monitoring concepts and management tools.
  • Proven track record within a NOC, IT or ISP environment.
  • Experience working in a large distribution or manufacturing environment.
  • Previous customer service or help-desk experience.
  • Experience managing, supporting and deploying network infrastructures.
  • Strong ability to diagnose server or network alerts, alerts, events or issues
  • Understanding of common information architecture frameworks.
  • Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and projects with minimal supervision.
  • Good oral and written communication skills and ability to address conflict with others constructively .
  • Experience with Disaster Recovery plans and related technologies.
  • Ability to assess and prioritise faults and respond or escalate accordingly.
  • Apply
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