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.