Job Details
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Job Description
We are currently looking for ADSL Technical Support Engineer with 2+ years of experience for Internet service Provider Company. Interested candidates must be CCNA Certified.
Responsibilities:
- Deliver technical service and support to end-users through phone calls and e-mail communications.
- Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more;
- Follow standard processes and procedures;
- Do initial steps with the customers to solve or determine the physical problems.
- Troubleshooting with the customers the Logical cases.
- Troubleshooting with the customers the static subnets issues.
- Troubleshooting with the customers the basic hosting problems.
- Creating trouble ticket to document the customer complaint with the troubleshooting steps done and redirect it to CTS2 team.
- Following up with the customers after receiving the tickets from CTS2 team.
- Determine the outage and service degradations issues based on customers’ complaints analysis and escalating that to CTS2 team.
- Handling the pre-activating customers and activate their ADSL service via phone or through e-mail.
Job Requirements
Job Requirements:
- Having a good customer handling, Communication skills.
- Understanding of POP3/SMTP/FTP/HTTP/NAT/PAT/Static route/DHCP and DNS basic structure and operation.
- Understanding of Ethernet & ATM.
- Understanding of PPP session Establishment.
- Understanding of Radius function.
- Understanding of MPLS.
- Understanding of the Internet and how it functions.
- Having Basic knowledge in different OS like Win XP, Vista, Win7/8/10 and Linux.
- CCNA Certified and Understanding Networking & TCP/IP Protocols.
- Background in CCNP and Juniper is preferred.
- The Minimum English level required is Very Good
