Detalle de la Oferta

Descripción de la Oferta

General Description

The position will work within a collaborative team environment. This position’s primary job function performs all the technical support functions required in client maintenance and professional service requests. This role takes critical thinking and attention to detail.

• Project Management Technical Assistance
Work with Project Management team to assist in technical aspects of projects associated with client networks and installation of software. Including installation and configuration of networks, upgrades of software, cluster installation and system audits.
Perform high level audits and tuning guidance to facilities customers. Providing guidance on best practices to clients in support of network.
Perform technical tasks required to complete projects engaged by deployment team.
Install license keys and assist customers in installation of feature functionality.
Maintain up to date process and procedures for maintenance tasks.
Assist in creation of statement of work and MOP as required on a per project basis.
Troubleshoot issues that may arise from maintenance.
Stay up to date on software releases and new feature functionality.
Technical lead and contact with customer on project.

• Customer Issue Management
As schedule allows, assist T2 group in ticket resolution to include:
PCAP and Trace analysis to determine fix and root cause of issues
Gather logs and data needed to support further troubleshooting in T3 and Engineering

• Requirements and skills needed to be successful in this role:
Bachelor’s degree or equivalent in computer science, Telecom engineering or related subject
Customer services focused
Analytical and process-oriented mindset
Ability to work independently
Ability to respond to customers in an expeditious manner
Live calls with customers as maintenance or troubleshooting where required
Experience in Linux or MySQL
Working knowledge of networking skills such as routing, IP addressing
Knowledge of VoIP (Voice Over Internet Protocol)
Excellent written and verbal communication skills
Solid organizational skills, including multitasking and time-management
Strong client-facing and teamwork skills
Previous customer service experience in professional office setting
Ability to follow MOP during maintenance and follow up with verification testing