Description:
Key Responsibilities and Duties:
- Respond to customer inquiries and technical issues related to WIFI networks via phone and emails.
- Utilize Network Management Systems (NMS) to actively monitor WIFI networks and customer connections.
- Guide customers through troubleshooting steps to identify and resolve WIFI connectivity issues.
- Collaborate with Level 2 and Level 3 support teams to escalate complex issues and facilitate resolution.
- Record support interactions, including steps taken to resolve issues and customer feedback, within the ticketing system.
Skills and Requirements:
- Diploma (DAE) in Computer Science, Information Technology, or related field (or equivalent work experience).
- Understanding of Wi-Fi protocols, standards, and technologies (e.g., IEEE 802.11, WPA2, WPA3).
- Knowledge of configuring and troubleshooting WIFI routers, access points, and client devices (e.g., laptops, smartphones).
- Good communication skills with the ability to articulate technical concepts to non-technical users.
- Ability to work independently and collaboratively in a team environment.