L1 Support

About the job

Company Description 

Sky Broadband, established in 2016 is a prominent Internet Service Provider (ISP) providing Residential as well as Corporate Internet Services. 

Role Description

• This is a full-time on-site role for an L1 Support position based in Lalitpur District. The L1 Support role involves providing technical and customer support, troubleshooting issues, and ensuring timely resolution of user concerns and inquiries.
• Providing frontline customer support by answering phone calls, emails, or messages from customers with internet service issues.
• Diagnosing and resolving technical issues related to internet connectivity, such as router configuration, and network settings.
• Monitoring network performance and identifying potential problems, then escalating issues to higher-level support teams as necessary.
• Effectively communicating technical information to customers clearly and understandably, including providing step-by-step instructions for issue resolution.
• Provide remote assistance to users by utilizing remote desktop tools, ensuring timely and effective support for geographically dispersed teams.

Qualifications

• Analytical Skills, Technical Support, and Troubleshooting abilities
• Customer Support and Communication skills
• Experience in handling technical support queries
• Ability to prioritize and manage multiple tasks
• Strong problem-solving skills
• Excellent interpersonal skills and teamwork
• Basic knowledge of IT systems and networks 
• Bachelor's Degree in a related field 
• Relevant certification or degree in IT or related field is a plus