Posted:3 weeks ago|
Platform:
Work from Office
Full Time
They are accountable for opening cases taken from the service desk and taking action to resolve within the service level agreements.
They must always demonstrate a methodical troubleshooting approach with detailed case updates being tracked for close out.
Key Accountabilities
(Key tasks and responsibilities on an on-going basis)
They will be an active member of the NOC team by supporting overall goals to achieve realistic outcomes.
Will take the lead in initial troubleshooting and diagnosis of all faults using companys trouble-shooting tools and monitoring systems.Are responsible for opening tickets and to follow correct incident management proceduresto own, track, report, document and manage faults to resolution.They will provide quality support to the companys customer base through updating and resolving issues in a professional manner within predefined SLAs.Manage customer enquiries, complaints, and requests in a responsive and professional fashion.Install, commission and test equipment on customer premises in accordance with companys predefined procedures.Participation in the 24/7 Shift Rota.The Tier 1 Engineer will be liaising with both internal and external interfaces to ensure companys network is delivering as per service level agreements.
Technical support/service desk experience and/or previous NOC experience is required.
Knowledge of ITIL desirable. General understanding of ISP telecoms transmission/networking principles. Excellent documentation skills. An awareness of future trends in the telecommunications industry. Good working knowledge of MS Office applications.
Fluent in written and spoken English.
High levels of flexibility, willingness to learn and develop A reliable team player who as the ability to multitask and work on their own initiative. Proven interpersonal and communication skills. Excellent attention to detail with the ability to prioritize.
Quadrang Systems
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