Technical Support Engineer

Job description

about the role

Ø Provide technical point of contact for customers’ incidents.
Ø Owns the resolution responsibility of the reported customer incidents either solely or with the help/intervention of other teams.
Ø Diagnose fault-related incidents by effectively utilizing software diagnostics and other network/product utility programs.
Ø Document all troubleshooting and incident management actions via the electronic
Ø Obtain and document data integrity issues and ensure getting valid Reason for Outage (RFO) when applicable and to note it in detail and gain agreement to incidentincident management system in a timely manner.
Ø Perform technical escalations to different Problem Management teams in line with company procedure and case/incident excellence.
Ø Perform and own technical management escalations in line with company procedure and case excellence policy. closure by customer or Service desk representa

about you

Ø Excellent customer service skills
Ø Interpersonal and communication skills.
Ø Time management.
Ø Ability to work under pressure and deal with multiple tasks.
Ø Problem solving skills.
Ø Language skills

additional information

Ø Educational background:
Ø Bachelor of Science in Communications/Computer Engineering
Ø Cisco certificate (CCNA). (+)

department

Customer Services & Operations

contract

Regular