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IT Support & Network Analyst/Specialist - Osogbo

Metro Africa Xpress

Metro Africa Xpress

IT, Customer Service
Osogbo, Nigeria
Posted on Monday, January 8, 2024
  • Taking ownership of customer issues reported and seeing problems through to resolution
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Talk customers through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Provide prompt and accurate feedback to customers
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with customers to ensure their IT systems are fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals