The 1st Line Support Officer is responsible for providing complex and technical support to users and offer the best service and/ or products to the clients.
Responsibilities
The 1st Line Support Officer works within the framework set out in the department plans, working procedures, and guidelines.
The 1st Line Support Officer must be able to provide support to call in or walk in customers.
Is responsible for providing customer support to provide solutions.
Schedules the execution of service activities by planning the service activities, making contact with dispatchers and adjusting he agreed date and/or time adt the request of the customer.
Performs other activities such as providing daily information to the Supervisor regarding the executed activities, types of problems and other relavant information.
The workload consists of shift services 365 days a year/ seven days a week
Qualifications
MBO degree level 4+ (in technology/ ICT)
Four years or more experience in a telecommunications trouble shooting environment
Networking, Customer Service and NOC environments
Cisco or Juniper devices
IP switching and routing and managed services
Supports and provides feedback for T1
Handles all ticket escalations from CRM
Provides technicians feedback after ticket resolution
Comprehensive understanding of troubleshooting hardware/software/network issues with an emphasis in TCP/IP infrastructures