Technical Support Specialist at Nitroswitch Limited

Nitroswitch Limited was Established in 2015, we are a fast emerging provider of IT support, solutions and services to Nigeria and beyond, offering clients the most comprehensive range of services in our market niche. Differentiated by our relentless commitment to client satisfaction, our in-depth understanding of technology issues and our pursuit of optimal and cost-efficient solutions to support our clients in their quest to achieve results and sustainable competitive advantage.

Job Title: Technical Support Specialist

Location: Lagos

Employment Type: Full Time

Job Summary

Supports in supervising the activities of the business Support and operations team to ensure service availability.

Responsibilities

• Work closely with the CTO in the formulation and development of relevant policies;
• Support in the implementation of policies, processes and procedures including change management policies and procedures, customer relation management system and service level agreements;
• Supervise and ensure the provision of an effective help desk / CSP support service to all Customers;
• Review and monitor trend analysis of issues/queries logged and escalate identified root problems to relevant teams / CSP vendors.
• Ensure the availability and appropriate maintenance of all issues / query logs.
• Monitor service levels and ensure compliance with agreed SLAs.
• Assist in implementing the unit’s work programs and plans in line with agreed goals, performance parameters, procedures and guidelines.
• Plan and Manage the material resources of the unit to optimize performance and enhance productivity.
• Leverage industry news for knowledge of new technologies and continuously apply knowledge to the CSP support operations;
• Prepare / compile agreed periodic activity and performance reports.
• Ensure the CSP systems are up at all times.
• Perform any other duties as assigned by the CTO

Qualifications

• First degree or equivalent in a relevant discipline.
• Postgraduate/ professional qualification in a related field will be an added advantage.
• Four (4) years work experience with at least three (2) years in a Service Desk / customer facing role.
• Knowledge of Telecom, USSD, IVR, Video, Voice, SMS, RCTP, ITIL v3 is required.
• Good knowledge of Java, python any computer programming language to analyse data, improve services and for DEVOP advantage

Functional Skills & Business Competencies

• Good ICT / software / unix based OS is an advantage.
• SMS, USSD, voice, video technology is an added advantage.
• Knowledge of server hardware infrastructure is an added advantage.
• Must be ready to automate processes, services and systems
• Excellent communication (written and oral and interpersonal skills,
• High sense of responsibility, accountability and dependability,
• Ability to manage multiple tasks simultaneously and efficiently,
• Ability to exercise good judgement
• Good analytical and problem-solving skills
• Excellent organization skills
• Delivery on work targets; 
• Quality and timeliness of delivery
• Demonstration of trustworthiness: integrity, and excellence,
• Strong interpersonal relationships; customer-centric attitude, and · High sense of responsibility, accountability and dependability

How to Apply

Applicants should apply online at NitroSwitch

Good Luck!!!