Pretende

• Experience of customer service ideally gained in a customer facing environment
• Fully CCNA qualified or relevant experience
• English proficiency in both verbal & written form
• Good working knowledge of languages such as French, Dutch, German, Spanish, Italian (Subject to an assessment)
• Flexibility to work either 12 hr shifts (weekends, nights, and national holidays) or day 8 hr shifts (Mon – Fri). This depends on business requirements.
• Must be EU passport holder, willing to relocate, culturally sensitive,  appreciate cultural differences

Purpose of Role

This role is a mix of tier 1 & 2 network support for our major telecommunications customer. That means engineer determines the issue, actions by engaging relevant party, keeps client updated till solution is provided. Builds up knowledge on Cisco switches, has an access to EMEA & US devices. Learns company’s procedures and their global customers. Once fully confident then further, 2nd level is added; fixing faults, handling global clients of various technical expertise

Principle Duties and Responsibilities in tier 1 and 2:

• Multi platform Cisco support, HP & proprietary solutions (i.e. netgates)
• Direct customer and account team interface providing day to day network support
• Manage trouble investigation, isolation and steady state recovery
• Assists users to identify and solve complex connection/communication problems
• Workload breakdown: Premium customers (eVPN) where minimal verbal engagement is required as well as all other low cost end user services (RAS, BIS, AVTS, Anira) where regular communications with customers are required

Technical Skills Profile

• A Background in Maintenance and/or Managed Service Sales within the Network arena
• Helpdesk Experience
• Cisco CCNA Qualified or relevant NOC experience of at least 1 year
• Background knowledge of frame relay, ATM, DSL
• Problem resolution will require knowledge of the back-up methods such as ISDN, iBGP, HSRP, VRRP), troubleshooting, routing protocols such as OSPF, BGP and EIGRP
• Basic knowledge of Windows, Unix, ticketing systems such as Remedy

Soft Skills Profile

• Must be able to communicate effectively with the team, corporate customers of different technical expertize and all levels of management
• Ability to efficiently resolve customer’s problems and escalate further to tier 3 as per agreed service level agreements or to other 3rd party as necessary
• Professionalism at all times, assertiveness and accountability, good timekeeping, flexibility
• Ability to work well under pressure, set priorities and comfortable making decisions
• Drive enthusiasm, initiative, commitment and self motivation, respect for colleagues, desire to learn.