Key Responsibilities

•  First line contact, providing technical assistance to all walk in customer at Shops
•  Assist in after sales device setup, installation, and configuration processes for new subscribers
•  Create a positive customer experience
•  Assist / guide customers to handle different hardware and software application as required
•  Perform diagnostics, troubleshooting, repairs and upgrade on all access devices
• Liaise with device & terminals unit, for all hardware errors & related replacement cases
•  Document help desk tickets/resolutions, and maintain defective device inventory list for shop
• Recognize areas & forward plans for internal improvement to the Territory Sales Manager
• Manage incidents, respond to requests for technical assistance in person, via phone & email
• Responsible for supporting post-sales customer activity remotely and on-site.
• Responsible for carrying out detailed Site Survey & maintain proper documentation
• Perform installation and implementation and network integration at customer’s site
•  Promptly investigate, resolve & report any incidents, errors, events or deviations.
•  Ensure installation, maintenance and troubleshooting is carried out within agreed OLA.
• Responsible for resolving concerns on signal strength, signal to noise ratio and similar parameters in
• accordance to approved standard.
• Share insight & appropriate action against bandwidth consumption, virus infection and security threats.
• Track and route problems and requests and document resolutions
•  Prepare daily activity reports
•  Inform management of recurring problems

Essential Attributes Proficient in WiFi, WiMAx, LTE, TCP/IP, WLAN, Ethernet, LAN, WAN, Device/Network level Troubleshooting, Computers (OS & Application Level), Analytical, Internet and Tech savvy, Customer Focused, Team Player,

Desired Attributes Relevant Industry Experience, been on the front end handling customers and team.

Qualifications HND / Graduate /  in Electrical/Electronics/Computer/Communication/Info Tech

Desired Experience 1 to 2 years in similar profile