To provide Technical support to Vox Telecom customers
To adhere to all Vox policy’s, processes and procedures created by Exco to be followed correctly to ensure the ultimate customer service experience.
To identify, prioritize and resolve incidents or requests of service requests received from customers in need of resolution to their problems
To monitor, track and coordinate all Technical Support functions including tickets, calls, complaints and mail queries from customers and or other staff.
To contribute to problem resolution by giving in-person, hands-on, support to the Managers to enable the 1st call resolution for customers
To support the other team engineers of the Technical Department in order to have them give the best possible resolutions to the customer problems to have 1st call resolution.
To ensure the level of incidents are being continually driven down while increasing a positive customer experience according to the customer survey process by following the correct procedures and getting resolution to the customers problems the first time around.
2 Year exposure to desktop support / technical support / call centre / help desk
2 Year administration of servers / LAN / network
1 Year’ Experience as an IT Technician and Systems Administrationear experience in liaising with Third Party Suppliers and Service Providers
Knowledge of assembling, upgrading, repairing, installing and maintaining PCs
Knowledge of networks and technologies
Knowledge of conducting research into a wide range of computing issues.