Tier 3 NOC Suport Agent - Inglés avanzado

Descripción de la oferta

- Responsibilities:
•Provide Tier 3/NOC Level Help Desk Support for cases escalated from Tier 2 agents and management and related to technical issues related to networks, APs, Gateways, Satellite TV, and vendor-specific hardware and software, diagnostic procedures to identify, resolve, or determine the source of error.
•Performance reporting and improvement recommendations.
•Network discovery and assessments.
•Firewall and intrusion prevention system (IPS) monitoring and management
•Voice and video traffic management.
•Troubleshoot and resolve incoming technical issues via phone or through our ticketing system.
•Strong written/oral communication skills and interpersonal relationship skills required to interact successfully with clients and senior management.
•Communicate effectively with clients via phone, email and chat, responding to all requests and concerns in a timely fashion, explaining resolutions, answering questions, and providing professional advice as needed.
•Follow established, documented policies and standard operating procedures.
•Work with vendors and service providers, where necessary, to resolve any outstanding issues.
•Liase with Technical Installers & Third-Party resources to resolve open tickets, keeping track of the progress until cases are resolved.
•Research internal and external resources for the best solution.
•Advise clients as to pertinent concerns discovered in the process of serving them.
•Log, track, and maintain meticulous call notes and detailed incident reports on all calls via the online call ticketing system.
•Engage vendor support and create and follow up on RMA when required. Ensure clients receive progress updates and confirmation of issue resolution.
•Possess a strong sense of self-motivation, initiative, and time management skills.
•Maintain good working relationship with assigned supervisors and coworkers.
•Must be able to work flexible shifts (evenings, weekends, and holidays) as required.
•Punctuality and attendance, as scheduled, are a must.
•Build and foster client relationships to earn their trust.
•Perform additional duties as required by management.
- Qualifications:
•Bachelor's Degree in Computer Science or related field. (Preferred)
•1+ years of experience supporting any of Cisco/HPE/Aruba/Ruckus/RGNet network technologies.
•Experience troubleshooting enterprise networks (wired and wireless).
•Basics of VMWare and HyperV.
•Working experience with ticketing tools like (ZenDesk/ Service now).
•Excellent verbal and written communication skills.
•Ability to understand and respond to users in USA.
•Configuring Network Hardware – VLANS, QOS, Layer 3 Routing etc.
•Creating & Implementing Network Security Measures.
•Implement, conduct and coordinate smooth operation, repair, maintenance and expansion of systems.
•Dealing with Network Support Issues – escalations from support and Tier 2 team.
•Supervising each net flow, hop, server, and endpoint connected to an MSP’s client networks.
•Examine infrastructure robustness, security, and capacity, and make suitable modifications to ensure favorable network performance and organizational efficiency.
•1+ years of IT service desk or Call Center technician experience supporting clients over telephone/in-person.(Preferred)
•Good working knowledge of Office 365.
•Advanced understanding of Network technologies (TCP/IP/UDP, IEEE standards, Switching in small/large building networks, LAN, WAN, WLAN, VLAN, VPN, DNS, DHCP, FTP, Telnet, etc.).
•Work experience in installing/configuring wireless controller and access points like Ruckus/Meraki/HP/Cisco.
•Previous experience working for a Hospitality Network Integrator. (Desired)
•Interpersonal skills: Improve client reference materials by writing and maintaining documentation.
•Improve system performance by identifying and solving problems including telephone skills, communication skills, active listening, and customer-care.
•Ability to work in a team and communicate effectively.
•Ability to multi-task and adapt to changes quickly.
•Technical awareness: the ability to match resources to technical issues appropriately.
•Understand support tools, techniques, and how technology is used to provide services.
•Self-motivated with the ability to work in a fast-moving environment.
•Spanish or French bilingual written and verbal communication skills are an asset.
- Preferred Certifications:
•Any Cisco/HP/Aruba/Ruckus/RGNet certifications are desired and will be highly beneficial during the selection process.

Requerimientos

• Educación mínima: Educación superior - Licenciatura
• 3 años de experiencia
• Idiomas: Inglés
• Edad: entre 35 y 45 años
• Disponibilidad de viajar: Si

Palabras clave: demostrador, feriante, viajante, agent, representative, agente, representante

Hace 6 días (actualizada)