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L1 Applications Support Engineer at AirtelTigo Jobs Vacancies Application Instruction 2023
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Details of L1 Applications Support Engineer at AirtelTigo Vacancies Position.
Job Summary
• The successful candidate will join our team as a Support Engineer for L1 Applications in the IT Department.
• (S)He will report to the Applications Supervisor and will be responsible for providing fast and useful first line technical assistance on all AirtelTigo applications and Service desk tools.
• L1 Applications Support Engineer will work closely with other support engineers and other members of the IT team to ensure that our applications are running smoothly.
Key Responsibilities
• You will be running Shift: 24X7 (Morning, Afternoon & Night shifts)
• Collect customer requests and data.
• Attend to customer phone calls.
• Respond to user emails and social media messages (WhatsApp)
• Primary responsibility for management of all tickets in IT help desk tool.
• Incident, service desk and Problem notification to users
• Conduct basic troubleshooting using questionnaires to find out the level of support needed and create tickets for Level 2 support.
• Provide product information.
• Solve common problems such as username and passwords issues, menu navigation, verification of hardware and software, installation issues, and setup.
• Help resolve software and technical questions for the customer efficiently and effectively.
• Gather the required information necessary to best handle customer software and technical inquiries.
• Manage customer expectations regarding estimated response times for issue resolution.
• Resolving the issues through Phone, chat, and email communication channels.
• Meet SLAs like response and resolution times by partnering within all IT resolver groups in IT department as well as L3 Support.
• Extensively research and document customer technical issues.
• Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.
• Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
• Run monitoring reports for usage, performance, and/or availability.
• Ensure L1 monitoring of all AirtelTigo applications and escalate where necessary.
• Document solutions for knowledge base and bring new ideas for innovation and automation excellence into the Support team.
Qualification Required & Experience
• Extensive experience in same or similar position.
• ITIL certification is an advantage.
• Bachelor’s degree in computer science engineering (or related technical discipline)
• 2-4 years of relevant experience in L1 technical customer support with a strong customer interaction experience
• Good debugging skills
• Passion to be a part of a hard-working and winning team.
• Willing to work in a 24×7 environment and provide weekend coverage.
• Ability to multitask in a fast-paced environment.
• Excellent ability to learn and articulate software-related and technical concepts.
• Strong active listening skills and excellent written and oral communications skills.
How to Apply
L1 Applications Support Engineer at AirtelTigo
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- Company:Â AirtelTigo
- Location:Â Ghana
- State:Â Jobs in Accra
- Job type:Â Full-Time
- Job category:Â IT/Telecom Jobs in GhanaNo views yet
Job Description
Job Summary
• The successful candidate will join our team as a Support Engineer for L1 Applications in the IT Department.
• (S)He will report to the Applications Supervisor and will be responsible for providing fast and useful first line technical assistance on all AirtelTigo applications and Service desk tools.
• L1 Applications Support Engineer will work closely with other support engineers and other members of the IT team to ensure that our applications are running smoothly.
Key Responsibilities
• You will be running Shift: 24X7 (Morning, Afternoon & Night shifts)
• Collect customer requests and data.
• Attend to customer phone calls.
• Respond to user emails and social media messages (WhatsApp)
• Primary responsibility for management of all tickets in IT help desk tool.
• Incident, service desk and Problem notification to users
• Conduct basic troubleshooting using questionnaires to find out the level of support needed and create tickets for Level 2 support.
• Provide product information.
• Solve common problems such as username and passwords issues, menu navigation, verification of hardware and software, installation issues, and setup.
• Help resolve software and technical questions for the customer efficiently and effectively.
• Gather the required information necessary to best handle customer software and technical inquiries.
• Manage customer expectations regarding estimated response times for issue resolution.
• Resolving the issues through Phone, chat, and email communication channels.
• Meet SLAs like response and resolution times by partnering within all IT resolver groups in IT department as well as L3 Support.
• Extensively research and document customer technical issues.
• Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.
• Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
• Run monitoring reports for usage, performance, and/or availability.
• Ensure L1 monitoring of all AirtelTigo applications and escalate where necessary.
• Document solutions for knowledgebase and bring new ideas for innovation and automation excellence into the Support team.
Qualification Required & Experience
• Extensive experience in same or similar position.
• ITIL certification is an advantage.
• Bachelor’s degree in computer science engineering (or related technical discipline)
• 2–4 years of relevant experience in L1 technical customer support with a strong customer interaction experience
• Good debugging skills
• Passion to be a part of a hard-working and winning team.
• Willing to work in a 24×7 environment and provide weekend coverage.
• Ability to multitask in a fast-paced environment.
• Excellent ability to learn and articulate software-related and technical concepts.
• Strong active listening skills and excellent written and oral communications skills.
Location:Â Accra
How To Apply For The Job
Interested and qualified applicants should send their Applications & Curriculum Vitae to:
Kindly indicate the role you are applying for in the email subject.
Closing Date: 20 June 2023
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