Earthlinktele

Technical Support Engineer

Job Overview

Description

  • Provide rapid response to queries from customers pertaining to technical/ configuration questions.
  • Attend to calls routed from call center while ensuring achievement of customer service targets in terms of response time and resolution.
  • Ensure that all customer transactions are completed to the satisfaction of the customers in accordance with service level agreements and ensuring that the customers are informed on resolution.
  • Assisting our customers with various technical issues that range in complexity.
  • Learn thoroughly the specs of the company network, equipment, services and troubleshoot system related issues.
  • Use efficient analytical skills, access our internal database and teamwork to develop technical solutions related to technical issues.
  • Ability to provide appropriate level of instructions to clients with limited technical knowledge.
  • Handle Network troubleshooting and fault analysis; hardware troubleshooting and repair.
  • Take ownership of customer issues reported and see problems through to resolution.
  • Follow standard procedures for proper documentation, reporting and escalation of unresolved issues to the appropriate internal teams.
  • Provide prompt and accurate feedback to customers providing updates on the progress of the case.
  • Ensure proper recording and closure of all tickets.
  • Prepare accurate and timely reports.
  • Liaise with NOC teams to resolve customer issues.
  • Ensure that each support case owned is handled as per our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling SLAs.
  • Contribute findings to a common knowledge base and keep it up to date.
  • Gain subject matter expertise in company products and services.
  • On a rotation basis, handle on-call support out of office hours.
  • Identify inefficiencies in the current processes and make recommendations to improve the same.
  • Solve any incident in devices (hang-up, high CPU/memory, misconfiguration), services or connectivity (loss in fiber, loss in wireless link) this includes permanent solutions or workaround solutions.
  • Utilize knowledge of networking, hardware, and software to diagnose, qualify, and resolve tickets.
  • Ensure that the percentage of customer complaints resolved is maximized in minimum iterations to
  • reduce operational costs.
  • Consistently strive to increase customer satisfaction score through timely resolution of complaints.
  • Ensure reduction in the number of repeat calls by customers.
  • Act with confidence by answering or finding the answers to customer questions and finding solutions

Requirements

  • Bachelor of Science in Computer/Telecom/Electrical Engineering or related.
  • Good Command of English and Arabic- Written and Spoken.
  • Good Command in MS Office
  • Certified : Mikrotik certified, CCNA certified.
  • Ability to configure & troubleshoot the following devices: Ubnt, Mikrotik & Cisco.

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