Technical Support Analyst

Location: South Region
Job Type: Permanent
Reference: JO-1903-4315

Your purpose:

  • To provide first and second level support on faults and technical enquiries, 7 days by 24 hours, to the business and wholesale customers for a diverse suite of products and services with excellent knowledge in products, processes and systems


Responsibilities

  • Deliver helpdesk support for the various services to the business and wholesale customers
  • Proactively work with internal business units and external Network Operation Centre to ensure prompt and accurate resolutions are provided to the customers' satisfaction
  • Ensure performance meets stipulated KPIs at all times while delivering a consistent quality of service
  • Provide feedback to superiors on customer issues, processes and procedures issues for further improvement
  • Support any other ad-hoc projects


Job requirements:

  • Diploma & above
  • Preferably with some experience in the service industry
  • Good understanding of TCPIP, Telephony, Internet, Windows and LAN/WAN technologies
  • Good listener with excellent interpersonal and communication skills
  • Customer focused with a strong analytical problem-solving mind
  • Ability to multi-task
  • Highly adaptable in a dynamic environment
  • Systematic and meticulous
  • A good team player with a positive working attitude
  • Willing to work on rotational shift roster and public holidays