Vacancy: Technical Support Officer at BrainShare Technologies

We are Brainshare! A company specialized in Network and IT Services, have taken this challenge by providing services which include High Availability, High Capacity Network Connectivity, Network Virtualization, Network Managed Service, Network Design, Network Installation, Network Management and Security Video, Voice and Data integrated solutions. 

Technical Support Officer

• Job Type: Full Time
• Qualification: BA/BSc/HND
• Experience
• Location: Lagos
• Job Field: ICT / Computer 

Main Duties

• Leverage networking tools to identify & mitigate networks anomalies.
• Ensure stable & reliable network services.
• Monitors the network performance on daily basis.
• Handles & coordinates network trouble shooting & fault analysis.
• Manages deployment & maintenance of network monitoring, analysis & reporting tools.
• Manages installation of network hardware & software.
• Contribute to design & enhancement of the Company datacentre infrastructures.
• Manages outages bridges, compose detailed shift and outage reports to Management.
• Identify and assess Customers’ needs to achieve satisfaction.
• Communicating with Customers through various channels e.g email, sms and phone call etc.
• Acknowledging and resolving Customer complaints.
• Processing orders, forms, applications and requests.
• Keeping records of Customer interactions, transactions, comments and complaints.
• Managing a Team of IT trainee or junior Customer support representives in NOC.
• Ensure Customer satisfaction and provide professional Customer support at all times.
• Build sustainable relationships and trust with Customer accounts through open and interactive.
• Provide accurate, valid and complete information by using the right methods/tools e.g MOWE, Zalpro, Zoho Desk.
• Liaise with Project and Accounts departments on fault resolutions and Customer account reconciliation.
• Ask Customers targeted questions to quickly understand the root cause of the problem.
• Talk Customer through a series of actions, via phone, email or chat, until the issue is solve.
• Properly escalate unresolved issues to appropriate levels.
• Any other Tasks assigned to you by the Management.

Personal Qualities & Qualifications
Job Holder need to be:

• Degree holder in Electrical Electronic Engineering, Information Technology, Telecommunications Engineering Or Computer Engineering from reputable higher institution.
• A focussed, self-motivated employee with creative flair who will bring Network strategies to life.
• Passionate about Network Strategies that thrives on delivering exciting performance and content.
• Service and process knowledge.
• Friendly attitude.
• Empathy.
• Strong time Management.
• A highly effective individual who has an absolute eye for detail and is focussed on improving business performance through exceptional Network – Strategies/Solutions execution, reporting and evaluation.

Demand on the Job:

• Ability and wiliness to work long hours and meet tight deadlines.
• Ability to work under none or minimal supervision.
• Ability to work weekends and in shifts.

Method of Application

Interested and qualified candidates should send their CV and Cover note  to: careers@brainshare.ng using the Job Title as the subject of the email.