Customer Support Engineer Job, Engineering Jobs,

Sheer Logic Management Consultants is seeking to engage dynamic individuals for Customer Support Engineer position for one of our clients.


  • Provides 1st level of troubleshooting and remote technical support to provide First Call Resolution to customer issues reported through the call center.
  • Create tickets promptly, categorize accurately, update promptly and if unable to provide FCR, assign to Tier II.
  • Ensure that all customer tickets are acknowledged and responded to promptly to meet the initial response SLA.
  • Ensure that all tickets are assigned the correct priority and SLA target based on the nature of the fault or request.
  • Manage and updates customer tickets with the relevant information for both the customers and internal record.
  • Respond to customer enquiries promptly or channel the request to the relevant department and follow through to ensure that the issue is addressed.
  • Manage the ticket flow to ensure that all tickets raised are handled and resolved within SLA.
  • Constantly update the customers on fault resolution progress as may be required through the most appropriate communication channels.
  • Ensures timely communication to all customers on all network changes as detailed in the change management tickets raised for both planned and emergency maintenance/changes.
  • Proactive monitoring of services to ensure communication is done on both general and specific faults to the affected customers.
  • Perform outbound communication activities e.g payment reminders and other technical projects as may be required.
  • Do timely follow-ups with internal teams for fault resolution updates and populate these updates on the customer tickets.
  • Prepares scheduled and ad-hoc reports that may be required from the contact center from both internal and external customers.
  • Maintain and update Customer Contacts Database with the latest contact details.
  • Manage and updates customer tickets with the relevant information for both the customers and internal record.
  • Identifying faults that have taken more than 3 hours to be resolved and might breach SLA and alert the Tier 1 & 2 SOC Manager to follow up.
  • Identifying faults where updates are not shared promptly and notifying the Tier 1 & 2 SOC Manager
  • Manage escalations both internally and externally during times of major fault.
  • Provide accurate and timely reports to Liquid Telecom customers or management.

Qualifications Required

  • Bachelor’s Degree in Computer Science, Telecommunications or Electrical and Electronic Engineering
  • Certifications in IP networking such as CCNA, CCNP, Junos
  • Microsoft, Amazon or any cloud-based/Cybersecurity certifications •


  • At least 6 months of working experience in the Telecommunication industry dealing with customer and service-related issues.
  • At least 6 months experience in resolving Layer 1-3 issues across a variety of equipment vendors for the various technologies


  • Excellent interpersonal and communication skills both written and verbal.
  • In-depth understanding of technological trends and solutions related to the Liquid Telecom product portfolio.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Ability to troubleshoot and resolve network connectivity problems.
  • Excellent Customer Service Skills and Good interpersonal skills.
  • Excellent understanding of Routing and Switching protocols
  • Ability to effectively prioritize and execute tasks in a high-pressure

How To Apply:

Kindly send your CV to [email protected] by 25th March 2021 clearly marking – “Customer Support Engineer”

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