Technical Support Engineer at Hoop Telecoms Limited

Hoop Telecoms Limited is seeking a skilled and proactive Technical Support Engineer to provide first-level technical support, monitor network infrastructure, and ensure seamless service delivery to enterprise customers. The ideal candidate will be detail-oriented, customer-focused, and capable of resolving technical issues within set timelines.

Responsibilities

• Receive and manage customer complaints through all communication channels
• Perform first-level troubleshooting to resolve customer issues remotely
• Open, assign, update, and close support tickets for all reported issues
• Escalate unresolved technical issues to the Service Planning & Optimization unit
• Confirm issue resolution with customers before closing tickets
• Monitor all POPs and enterprise customer last mile links
• Ensure new enterprise links are added to monitoring tools
• Maintain and update the database of enterprise customer PRTG login details
• Create PRTG details for new enterprise customers
• Generate monthly availability reports for enterprise customers
• Maintain an up-to-date database of all customers
• Follow up on tickets assigned to other units to ensure resolution within 48 hours
• Notify customers of planned network activities and unexpected service downtimes
• Carry out other duties as assigned by the Unit Head

Requirements

• Relevant academic qualifications in Engineering, Information Technology, or related field
• Proven work experience in technical support or network operations
• Strong troubleshooting and problem-solving skills
• Good understanding of network monitoring tools (PRTG knowledge is an advantage)
• Excellent communication and customer service skills
• Ability to manage multiple tasks and meet deadlines

Interested candidates should possess relevant qualifications and verifiable years of work experience.

How to Apply
Interested and qualified candidates should send their CV using “Technical Support Engineer” as the subject of the mail.