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Job Description
- Provide a professional first technical point of contact for the customer
- Diagnose fault related cases by effectively utilizing software diagnostics and other network/product utility programs
- Provide updates as needed to the customer in order to meet performance objectives
- Ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process
- Perform technical escalations in line with company procedure
- Monitor systems, customer network security and products, and deal with alerts and events as appropriate
- Liaise and refer issues to correct/relevant entities e.g. other GCSC’s, PTT, IOC and other Vendors as appropriate
- Document all troubleshooting and a case management actions via the electronic case management system
- Conduct initial diagnostics and undertake basic fault diagnostics to resolve where possible, customer faults
Job Requirements
Must be:
- Very good in English
- Fluent in French
- CCNA certified
- Graduated from Engineer or computer science.