Customer Tech Support Expert

Job description

about the role

1.1 The Mission

To analyse and troubleshoot complex incidents raised by our customers (reactive incident management) or by monitoring activities (pro-active incident management) or referred to by Key Skills / Senior Key Skills and/or activate expert TSC teams (Technicien Titulaire) for incident resolution. To provide assistance to local Delivery Helpdesk team during handling of DHD Logger cases.

 

1.2 Main responsibilities and Required Skills

1.2.1 Change Management

Request fulfilment on standard/complex changes

Participate actively in Continuous Service Improvement (updates of consigne and configuration; scripting & automation)

Routine administration tasks such as user and service management, SLA analysis and other relevant activities

Liaising with Soutien Metier and TSC (Technicien Titulaire) as a main point of contact/support for essential changes to Delivery Helpdesk internal system/processes and Customer Network system/processes respectively.

 

1.2.2 Incident Management (DHD logger)

Troubleshoot and resolve incidents escalated from Delivery Helpdesk team

Restore service as quickly as possible following a service outage-type Incident

Escalate to Soutien Metier and TSC teams on Incidents with the relevant investigation

As appropriate, gather data and lay groundwork for Root Cause Analysis

 

1.2.3  Knowledgebase Consolidation

Maintains technical procedures and Administration documents (Knowledge base-Wiki)

Support and train the level 1 team (Delivery Helpdesk) on proactive resolution of DHD logger tickets

 

1.2.4 Reporting and Communication

Provide Reporting on operational issues to Soutien Metier and Team Leader

Provide ad-hoc reports and participate in technical debriefs

Identify and ensure Delivery Helpdesk team is correctly applying requested procedures and escalate to Soutien Metier where required

about you

knowledge and abilities

Bilingual – English & French written and spoken

IT Proficient: Cisco CCNA, CCNP and/or Juniper JNCIA                    

 

Knowledge:

Information Technology

Process and Standards and ITIL

Incident and Change Management handling process

Confirmed Networking knowledge

Proper call handling process

Customer relationship management

Data network equipment and architectures (DSL, Fibre, MAN Ethernet, Frame Relay.)

Confirmed Knowledge of Lan technologies and Routing Protocols is a must (Ethernet, IP, QOS, VoIP/ToIP, Wifi, RIP, EIGRP,OSPF,.)

Knowledge on Scripting and Programming Languages an advantage

At least 2 year of experience in related field

 

 

Abitilities:

Sharp analytical skills

Sharp Troubleshooting skills

Innovation oriented

Exemplary time management, organizational and communication skills.

Excellent customer service skills are required.

Proactive, self motivated and determined attitude.

Professionalism.

Ability to work under pressure on 24/7 basis and to multi-task.

Tenacity and willingness to learn.

Ability to build good relationships with local and overseas teams.

Good interpersonal, team bonding and leadership skills.

Good IT/communications background and problem solving skills.

Flexibility relative to working hours

additional information

education, qualifications, and certifications

Minimum : Degree/Bac+2/+3 in Networking or Communication or Information Technology or any       related Engineering field

Proficient in Cisco or/and Juniper – CCNP level would be an advantage

Certification on Cisco or Juniper

 

experience

Experience in a cisco environment, helpdesk or other IT Infrastructure related

department

Customer Services & Operations

contract

Regular