Role description:
-You’ll provide technical support, either by phone or e-mail.
- You will answer and record requests, regarding the functionality of the Internet, Data, Voice Service and also IT Service.
- You will troubleshoot and efficiently solve customer or network issues (routing, switching, VPN, VoIP, email, hosting, DNS, cloud, etc.).
- You will open, update and close tickets accurately and in a timely fashion.
- You will ensure that all customer alarms are answered quickly and in accordance with the internal procedures, so you’ll be in permanent contact with our customers.
- You will send the field teams and assist them remotely in the troubleshooting task they have to perform at the customers’ location or in the Backbone GTS network.
- You will analyze the incidents and escalate any improvement requirements.
- You will manage the faults in our national and regional network, following the procedures in force.
- You and the whole team will be kept up to date with lots of technologies: our training program is an extended one!
- You will work in shifts to cover the 24/7 schedule.
Qualifications:
-You graduated from a technical university (or have technical knowledge) and you like to put your passion and engineering knowledge to work in the service of your own objectives and those of your team.
-You have either the experience or passion (or both…) for working with customers.
-You are sociable, you are a good listener and you like to communicate.
-You are a motivated person.
-You can quickly understand the problem you are facing, and so you always manage to find solutions in time.
-You are a curious person.
-You have the ability and desire to learn and work with new technologies.
-You enjoy finding solutions even when you have to resort to creativity.
-You feel comfortable taking control of situations, when you feel the success of the team depends on it.
-Last but not least, you are fluent in English :)