Joseph Adakpor

Help Desk and Technical support
Malware
LAN-WAN
Systems Administrator

Help Desk and Technical support
Malware
LAN-WAN
Systems Administrator

Execute efficient first-line troubleshooting
Exchange
SCCM
DNS
DHCP
Active Directory
Network Security
VPN
Help Desk support and servers

Execute efficient first-line troubleshooting
Exchange
SCCM
DNS
DHCP
Active Directory
Network Security
VPN
Help Desk support
servers

Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Research and identify solutions to software and hardware issues
Diagnose and troubleshoot technical issues, including account setup and network configuration
Ask clients targeted questions to quickly understand the root of the problem
Track computer system issues through to resolution, within agreed time limits
Talk to clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g., software developers)
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Prepare accurate and timely reports
Network event monitoring 24/7, 365 shift work rotation, Performing proactive and reactive monitoring services.
Timely responses to incidents, outages, and performance alerts
Priorities incidents, Perform efficient first-line troubleshooting
Escalating calls to engineers when needed

Technical support for DSL, Fiber, and Telkom ISP clients
Help Desk Support
TCP/IP
Network Security
Cisco system products

Technical support for DSL
Fiber
Telkom ISP clients
Help Desk Support
TCP/IP
Network Security
Cisco system products

Field Technician Interactions
Obtain minimum Quality Assurance score in line with client SLA
Answer customer calls within agreed client SLA ensuring excellent customer service
Facilitate New Order Processing
Facilitate information updates;
Provide technical support of DSL, Fiber and Telkom ISP customers
Provide desktop support
Provide DSL, Fiber and number testing
Resolve Field technician queries, provide information and/or technical support where required to ensure first call resolution targets
Ensure all calls are resolved within agreed AHT
Policy and process adherence
Adherence to schedule
Adherence to all call Centre policies, procedures and codes of conduct
Meet minimum attendance requirements Administration
Escalate queries following the standard process where necessary
Record and update all customer information accurately where necessary
Ensure accurate after call notes are recorded

Malware
LAN-WAN
Systems Administrator
Help Desk Support

Malware
LAN-WAN
Systems Administrator
Help Desk Support