First Line Support Officer

The 1st Line Support Officer is responsible for providing complex and technical support to users and offer the best service and/ or products to the clients. 
  • The 1st Line Support Officer works within the framework set out in the department plans, working procedures, and guidelines.
  • The 1st Line Support Officer must be able to provide support to call in or walk in customers.
  • Is responsible for providing customer support to provide solutions.
  • Schedules the execution of service activities by planning the service activities, making contact with dispatchers and adjusting he agreed date and/or time adt the request of the customer.
  • Performs other activities such as providing daily information to the Supervisor regarding the executed activities, types of problems and other relavant information.
  • The workload consists of shift services 365 days a year/ seven days a week
  • MBO degree level 4+ (in technology/ ICT)
  • Four years or more experience in a telecommunications trouble shooting environment
  • Networking, Customer Service and NOC environments
  • Cisco or Juniper devices 
  • IP switching and routing and managed services
  • Supports and provides feedback for T1 
  • Handles all ticket escalations from CRM 
  • Provides technicians feedback after ticket resolution
  • Comprehensive understanding of troubleshooting hardware/software/network issues with an emphasis in TCP/IP infrastructures

Recruitment Consultant