The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our customers' technical issues. You will support the customer by acting as the liaison between the customer and other internal teams. Your ability to work in complex networking environments will also make you an ideal candidate.
responsibilities
1. register and categorize reported incidents in the service desk tool.
2. identify and diagnose level 1 and 2 failures.
3. manage support tickets, document activities, changes, and failures.
4. update the knowledge base with resolutions to encountered issues.
5. monitor and follow up on client network incidents until resolution.
6. troubleshoot and resolve requests related to the client’s cisco telephony platform.
7. participate in special projects as required.
8. generate statistical reports.
qualifications
* willingness to travel.
* availability to work flexible hours, including weekends and night shifts.
* courtesy, positive attitude, and sensitivity in customer interactions.
* degree in systems engineering, communications and electronics engineering, or related field.
* proficiency in technical english reading and writing.
* intermediate knowledge of network administration.
seniority level
* associate
employment type
* full-time
job function
* engineering, information technology, and customer service
industry
* telecommunications
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