Job Summary

The position exists to provide day to day technical support to all CMSN Map customers both internal and external. Expertise required to support prepaid meters and respond to customer queries as the first level of support. The incumbent will adhere to all policies and procedures for CMSN Map.

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description/Requirements

·         Troubleshoot and Respond to Multichannel Tickets logged within the required response and resolution as per Contractual agreement

·         Provide day-to-day technical support for all Companies and third party products

·         Assist with setting up lab environments per customer / tender specifications.

·         Provide basic training on core applications

·         Install, configure and troubleshoot the MS operating systems and products installed on those systems.

·         Update ticket entries with clear informative written English, without jargon or the use of acronyms

·         Interface when necessary with stakeholders or 3rd party vendors to obtain any assistance required

·         Adhere to clearly defined Escalation Matrices and ITSM RACI 


Managing Customer Contact

 

·         Ensure all technical staff (including third party agents and self-sufficient customers) have the correct information and documentation required to perform system maintenance and upgrades

·         Interface via Multi channel with end users

·         Provide excellent service to customers and set expectations based on agreed processes

·         Manage all tickets, to agreed target resolution times as specified in the Company's level agreement

·         ‘Own’ customer issues through to resolution and recognise when to escalate

·         Provide reports as and when required

·         Assist the service technicians with ad-hoc projects

·         Keep ticket entries updated with clear informative written English, without jargon or the use of acronyms

·         Interface when necessary with the Application Engineering Team, Infrastructure Engineering, Validation, Development and Services Team Lead to obtain any assistance required

 

·         Electronics/electrical engineering diploma

·         At least 2 years’ experience in product repair or fault finding support

·         At least 1 years’ experience in a service desk / help desk environment

·         Experience with service level agreements and maintenance

·         ITIL Foundation V3 or V4 is advantageous

·         Experience in the utilities or electrical industry is advantageous 

 


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Lagos
| Full Time |
NGN Confidential
1mo
Lagos
| Full Time |
NGN Confidential
1mo
Lagos
| Full Time |
NGN Less than 75,000
1mo