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kgotso
NOC Technical Engineer/Installation Team Lead at Paratus Telecom
Contacto
Competencias
Expertly manage projects from initiation to completion, ensuring on-time delivery.
Deliver outstanding customer support, addressing inquiries and resolving issues efficiently.
Provide expert technical assistance and troubleshooting for complex systems.
Conduct on-site installations and maintenance, ensuring optimal performance of equipment.
Assist in the recruitment process, identifying and onboarding suitable candidates.
Educación
Resumen
kgotso is a dedicated NOC Technical Engineer with extensive experience in telecommunications and customer support.
Logros Clave
- Successfully led a team in troubleshooting and resolving client issues, improving customer satisfaction ratings.
- Implemented a ticket logging system that streamlined the troubleshooting process, reducing response time by 30%.
- Conducted over 100 field installations of Vsat Dishes, enhancing service coverage and reliability.
- Managed technical support for various telecommunications projects, ensuring timely completion and adherence to quality standards.
Experiencia
NOC Technical Engineer/Installation Team Lead
Answering incoming calls and assist the client with troubleshooting. Ask the client necessary questions to understand what might be the issue. Log the ticket with Manage Engine system. Start with step by step troubleshooting the hardware by checking if the LAN cable is connected to the right port (W.A.N). Check LED of modem and the router light are all burning. Check the software of the both router and modem is still updated, not assist the client remotely via anydesk and update the software do the re-installation. Resolving tickets logged to the system via emails, or calls regarding product performance or technical faults.. If need help or assistance, will escalate the issue to the Infrastructure technicians. Finding faulty issues of hardware/Software issues on products such as routers, modems and external devices like Dish, Bucs and Lnb.. Assist customers step by step to diagnose the hardware and software issues log remotely via anydesk/TeamViewer.. Diagnose devices from client and ensure that the devices is beyond repairs, therefore will communicate with logistics and finance for warranty repairs and replacements.. If the device is faulty I will arrange a quote and send it to client, if the client is accepting the quote will sign or pay and send us the proof of payment. Send the proof of payment to finance, then send the tech onsite to replace the new device. Configure the Hughees modems. Configure the router Tenda, Mikrotik and Cudy. To take accountability for daily new installations. Arrange the new installation with the technician then give feedback to the client when the installation is going to take place. Assist and guide technicians through installation. After installation tech will have to send all pictures of the installation together with installation documents before he can leave the side. Activate the site on the portal and ensure it’s in the network. If I am happy with the installation, I can permit the technician to leave site. Compile all the necessary document with photos and E-mail them to 3rd party cli. Understand organizations products, services, procedures, and guidelines and communicate same to team leaders
Technical Support
Assisting Technicians telephonically and going on field for installations. Staging, testing Lnb’s and Buc’s (iDirect) and staging modems (iDirect). Installations of Vsat Dishes.. Satellites: New Dawn, Amos 5, Yamal, Hella Sat, E7B, DStv,. Running cables (RG6 and RG11). Configuration of Routers, Mikrotik routers. Getting iDirect modems into the network (online). Communicating with the NOC daily. Prepare workstation / desktop for new employees. Update new software for each desktop
HR Administrator / Desktop Technical Support
Check all the environment of the office that is in good condition. Providing Administrative and executive support within busy office. Managing the smooth running of the reception area. Operate the switchboard in a courteous and efficient manner. Screening and responding to the client queries where possible. Accepting of Temp Timesheets and forwarding them to the department concerned for safe keeping. Vetting process i.e. reference, ITC, criminal and ID verification checks. Secretarial support for walk-ins and walk-outs customers. Build relationship with Internal & External Clients. Typing Minutes for Monday meeting & during the week days. Teach new employees job description according to their positions. Check new specs in our clients vacancies data base. Make sure that all computers are scanned for viruses. Setting up work stations (Desktop) for new employees. Updating desktops. Network all PC’s to Print. Trouble shoot the PC’s. Assemble and Disassemble the PC. Trouble shoot printer’s and install new cartridges and toners
Debt Collector / Call Centre Agent
Phoning Debtors to arrange payments. Inbound & outbound calls. Making the debtor pay through the Debit order. Trace the debtors New house & work Addresses. Using the tracing tools, e.g. MBD engine, Virgin Active, Yellow Page & Google. Attending clients queries and making sure that they are solved. Making sure that clients get proper customer service in all South African languages
Sale Consultant / Call Centre Agent (Cold calling)
Selling personal loans to the clients. Outbound calls. Attending to the client queries and ensuring that they are resolved. Ensuring customer relationships always