Technical Support Engineer (OCC) at Alfred and Victoria Associates

Alfred and Victoria Associates is one of Nigeria’s leading ICT solution based company. Our company offers a wide range of services which are in high demand of today’s emerging market. AVA has three major arms which have been streamlined to meet our customer's needs.

We are recruiting to fill the position below:

Job Title: Technical Support Engineer (OCC)

Location: Lagos

Job Purpose

• The Technical Support Engineer role comprises of providing L2 technical support to all transactional processing incidents, servers, storage, networks and services, in line with OCC objectives.
• The OCC Engineer must have a solid understanding of Interswitch service offerings, products and processes; must be an eager and fast learner and possess the ability to communicate clearly and precisely.

Key Responsibilities
Monitor Systems:

• Monitor the performance, health and capacity of:
  • Servers
  • Databases
  • Services
  • Storage
  • Network Links
• Use a variety of monitoring tools like Nagios, Solarwinds, Kibana, PagerDuty, etc.

Troubleshoot Problems:

• Work and be a first responder to troubleshoot transaction failures
• Closely follow Standard Operating Procedures (SOPs) for known incidents
• Coordinates with 3rd parties, customer contacts and or other technical teams to resolve the incidents.

Track all Issues:

• Track and document all issues and resolutions in details according to the established process
• Follow up on the issues escalated to the 3rd parties until the issue is fixed.

Report Incidents:

• Escalate complex incidents that require longer troubleshooting to defined tertiary level Support Engineers for assistance in reaching a resolution and determining the root cause of the incidents
• Keep all relevant stakeholders aware of relevant, known issues and steps taken to reach a resolution.

Requirements
Educational Qualification:

• Good First Degree in Computer Science / Computer Engineering or other related areas.

Experience:

• Minimum of two (2) years relevant experience
• Service Management Certifications (e.g. ITIL) is an advantage.

Personal Attributes:

• Ability to set and manage priorities judiciously.
• Excellent written and oral communication skills.
• Excellent interpersonal skills.
• Strong tactical skills.
• Ability to articulate ideas to both technical and non-technical addressees.
• Exceptionally self-motivated and directed.
• Keen attention to detail.
• Analytical, evaluative, and problem-solving abilities.
• Exceptional service orientation.
• Ability to motivate in a team-oriented, collaborative environment.

Remuneration
Very Attractive.

Application Closing Date
27th May, 2022 by 3:00 pm.