Job Details
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Job Description
Responsibilities:
- To provide a professional first technical point of contact for the customer.
- Diagnose fault-related cases by effectively utilizing software diagnostics and other networks/product utility programs.
- Provide updates as needed to the customer in order to meet performance objectives.
- To ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process.
- To perform technical escalations in line with company procedure.
- To monitor systems, customer network security and products, and deal with alerts and events as appropriate.
- To liaise and refer issues to correct/relevant entities e.g. other GCSC’s, PTT, IOC and other Vendors as appropriate.
- Document all troubleshooting and case management actions via the electronic case management system.
- To conduct initial diagnostics and undertake basic fault diagnostics to resolve where possible, customer faults.
Job Requirements
Skill Profile:
- Fluent English.
- Bachelor Degree in Communication Engineering.
- Able to work under stress.
- Strong CCNA Knowledge ( Certified is preferred )
- Good Communication Skills.
- Able to work on shift Basis.
