Exciting Career Opportunity at AT Ghana
POSITION: L1 Applications Support Engineer
TASK ROLE:
The chosen applicant will become a part of our team as a Support Engineer for L1 Applications within the IT Department.
(S)He shall report to the Applications Supervisor and will be tasked with delivering quick and effective first-level technical support on all AT applications and Service Desk tools.
The L1 Applications Support Engineer will collaborate closely with fellow support engineers and other IT team members to guarantee the proper functioning of our applications.
Main Duties
- You will be working Shift: 24X7 (Morning, Evening & Night shifts)
- Gather customer inquiries and information.
- Respond to customer phone inquiries.
- Reply to user emails and messages on social media (WhatsApp)
- Supply details about the product.
- Address typical issues like username and password problems, navigating menus, checking hardware and software, installation difficulties, and configuration.
- Assist in resolving software and technical inquiries for the customer promptly and efficiently.
- Collect the essential details needed to effectively address customer software and technical questions.
- Oversee customer expectations concerning projected response times for resolving issues.
- Addressing concerns via phone, chat, and email communication platforms.
- Achieve SLAs such as response and resolution times by collaborating with all IT resolver teams in the IT department, along with L3 Support.
- Thoroughly investigate and record customer technical problems.
- Work alongside Technical Support team members to effectively handle customer questions and escalate issues when necessary.
- Take responsibility for customer technical problems from the first report to the resolution, keeping customers updated regularly on the status of the issue.
- Generate monitoring reports on usage, performance, and/or availability.
- Guarantee L1 oversight of all AT applications and escalate as needed.
- Record solutions for the knowledge base and introduce fresh concepts for innovation and automation excellence within the Support team.
Requisite Qualifications & Experience
- Significant experience in an equivalent or comparable role.
- Having ITIL certification is beneficial.
- Bachelor’s degree in computer science or a similar technical field.
- 2-4 years of pertinent experience in L1 technical customer assistance with significant customer engagement experience.
- Strong debugging abilities
- Desire to contribute to a dedicated and successful team.
- Open to working in a 24/7 setting and able to cover weekends.
- The capability to handle multiple tasks in a dynamic setting.
- Outstanding skill in comprehending and expressing software-related and technical ideas.
- Excellent written and verbal communication abilities and strong active listening skills.
- Outstanding Focus on Customer Service
- High level of focus on details when interacting with clients (spoken & written)
- Skill in understanding customers’ feelings and expressing assurance.
- Excellent documentation abilities, Familiarity with SQL and Java-related technologies.
Essential Skills
- Needs to offer application support around the clock.
- Gather customer inquiries and information.
- Respond to customer phone inquiries.
- Reply to user emails quickly.
- Diagnosing and fixing technical problems
- Elevate L2 support inquiries to SPOC and relevant business stakeholders or developers as needed, and monitor the issue until resolved.
- Level 1 staff handle inquiries from end users.
Location: Accra
How to Apply for this Exciting Career Opportunity at AT Ghana
Qualified and interested candidates should submit their Applications and Curriculum Vitae to: Recruitment@ppl.net.gh
Please specify the position you are applying for in the email subject line.
Deadline: 09 June 2025
NOTE:
It is important to keep in mind that employers receive many applications for each job posting and will only select the most qualified candidates. Furthermore, NewsNowGh does not have any influence over the decisions made by employers/recruiters. As a result, we cannot guarantee that sending applications will lead to candidates being shortlisted or selected for a particular position.
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