Earthlinktele

Jr. Enterprise Support Engineer

Job Overview

Description

  • Assist in resolution of basic Service Problem from repeater to end user upon notification of service problem (proactive & reactive).
  • Ensure that any faults in the network or tickets are dealt with in a timely and professional manner.
  • Provide solutions that fall in line with the Service Level Agreements and all Health and Safety requirements.
  • Utilize Understanding of networking devices and topologies, Knowledge of wireless networking, microwave radio, Ethernet and fibre to resolve tickets and maintenance requests.
  • Maybe required to be called in for support for different shifts covering the operational needs.
  • In-case of need for escalation to NOC, report the issue to team leader for analysis and further routing.
  • Utilize functional understanding of Network fundamentals.
  • Monitor network elements for exception conditions.
  • Track outage conditions in equipment to insure timely resolution.
  • Track trouble tickets and follow-up on all potentially service affecting events.
  • Provide fix and resolutions for network outages.
  • Identify outage conditions and correlate to customer impact.
  • Escalate issues to the appropriate level of support when applicable.
  • Handle receiving calls or emails requests from customers or sales ensuring opening a ticket in the system and monitoring the tickets resolution times and status.
  • Maintain highest customer satisfaction rates through continuous communication with the customer and speed resolution of the tickets.
  • Monitor the system for issues with Tunnel, open tickets if any issues arise.

Requirements

  • BSc. in Computer, Telecom Engineering or related.
  • 0-1 years’ experience in Engineering, ISP or Telecom Maintenance Role.


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