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