Responsible for providing level 2 technical support for enterprise customers. Collaborates with enterprise service and solution development teams to understand, integrate and remediate technical services and solutions delivered to customers (router management, data and voice network service management).
Main Responsibilities
- Resolve Enterprise customers’ incidents and level 2 issues directly, or by mobilizing all necessary technical resources; Ensure quality resolutions, document in detail the resolution of technical issues; Make post-incident recommendations to improve the customer’s solution/equipment;
- Managing incidents occurring on enterprise customer services: Completes and maintains updated information regarding open trouble tickets; Ensures escalation of problems, aiming to restore the proper functioning of customer services as soon as possible, in accordance with established procedures; Communicates professionally with representatives of similar departments of customers/suppliers/subcontractors in order to troubleshoot and maintain the parameters of circuits delivered to Enterprise customers;
- Monitoring and reporting on the performance of services delivered to customers by monitoring defined KPIs; Prepares and provides reports on the evolution of activities; Prepares and provides personalized performance reports to enterprise customers
- Involvement in identifying opportunities to improve the support process for enterprise customer solutions: Contributes to defining support processes for these solutions; Involves in meetings with customers; Provides guidance within the team, by applying best practices in the field; Participates in trainings and applies the knowledge acquired in training programs in daily activity;
- Contributes to the development and implementation of the support model for Enterprise customers: Participates in the development of the most used techniques, tools, methods and standards in the support process;
Required technical/professional certifications and studies:
- Completed higher education, preferably in the IT/Telecommunications field
- CCNA/JNCIA certification or equivalent experience
- Knowledge of IP, knowledge of the equipment used: Cisco, Juniper, Huawei
- Knowledge of network architectures and protocols: L2 technologies, L3 technologies: EIGRP, RIP, OSPF. Knowledge of BGP is mandatory
- Knowledge of network architectures and equipment – ISP level (OSI Model, switching, routing protocols, TCP/IP, etc.)
- Basic knowledge of Linux/Unix operating systems
- Advanced knowledge of English
- Availability to work in shifts
- Programming-scripting/automation knowledge is an advantage
- Experience in a technical department such as NOC is an advantage
