[Job Vacancy] GNOC Service Desk Engineer at MainOne Cable

Jobs

MainOne Cable is a leading facilitator and preferred provider of innovative telecom services and network solutions such as Connectivity and Data Center Solutions to Telecom operators, Internet Service Providers (ISPs), other businesses and Government institutions across West Africa.

MainOne Cable’s success is built on having talented and highly proficient people within their respective fields as the driving force behind our business. A job in MainOne is different from any other you have had. With joining MainOne you’ll be challenged, inspired and proud as you become a part of something big.

We are recruiting to fill the position below:

Job Title: GNOC Service Desk Engineer

Location: MDXi, LagosJob Type: PermanentDepartment: Technical

Responsibilities

The senior GNOC Service Desk Engineer will be responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.

Other Responsibilities Include:

Reporting and tracking of all service desk-related concerns
Tracking the activities of the team and evaluating performance
Training and supporting service desk representatives
Ensure customer concerns are addressed in a timely and accurate manner on a daily basis
Set specific customer service standards
Contribute to improving customer support by actively responding to queries and handling complaints
Establish best practices through the entire technical support process
Follow up with customers to identify areas of improvement
Develop daily, weekly and monthly reports on help desk team’s productivity
Provide customer feedback to the appropriate internal teams, like product developers

Qualifications, Skills & CompetenciesQualifications:

BSc. in Information Technology / Computer Science / Electrical & Electronics Engineering.
ITIL certification will be an added advantage
2-4 years’ work experience in a Telecommunication or ISP environment with knowledge on customer management.

 Competencies:

Good understanding and use of trouble ticketing applications, data reporting tools, ability to interpret trouble ticketing data and effectively present analysis with zero tolerance error. 
Ability to assess and prioritize faults and respond or escalate accordingly.
Willing to learn and develop new skills and actively seeks out tasks that help develop skills and knowledge.
Actively encourage strong working relationships with other teams.
Customer-service-oriented with a problem-solving attitude
Knowledge of incident, problem and change management framework (ITIL) and ISO 9001 management systems.
Proficient in the use of MS applications (Excel, Word and PowerPoint)
Good written and verbal communication skills.
Strong Interpersonal Skills and ability to convey information accurately.
Capable of multi-tasking, time management and prioritization of workload.

Demands of the Job

Ability and willingness to work round the clock when required, and meet tight deadlines.
Customer-service-oriented with a problem-solving attitude
Excellent written and verbal communications skills
Team management skills
Ability to work shift rounds if necessary
Ability to multitask effectively and adapt to a fast-paced working environment
Proven work experience as a Service desk engineer
Hands-on experience with help desk and remote control software

How to ApplyInterested and qualified candidates should:Click here to apply