GSA Operator Otro

Customer oriented Technical Support Operator with in-depth knowledge in
Satellite communications and responsible for handling 1st level technical
escalations, as well as, proactively ensuring overall network health and
Key Responsibilities
Describe the key responsibilities & role criteria. More specifically, the job
•Provide Level 1 support for all provided products and services.
•Provide customer support for all reported problems either remotely or via
different form of media (Chat, e-mail, phone) for all customers.
•Generate, update, close, and escalate tickets for all reported problems by
using Incident Management System.
•Proactive monitoring of sites and investigate reason for outage in order to
take action based on customer expectation.
•Execute recommendations for routine network load balancing.
•Able to review technical documents in order to troubleshoot and resolve RF
and IP components of telecommunication systems using specialized software and
test equipment to ensure systems, components and services are working
•Analyze diagnostic tools and monitoring software to proactively interpret
problems or symptoms that can lead to equipment failure or degradation of
network or site efficiency. Take action to resolve such anomalies prior to
failure impacting customer services.
•Follow published standard operating procedures.
•Generate or publish reports for technical assignments.
•Meet all HSE requirements and certifications to perform job duties.
•Other duties as assigned.
•Degree in electrical/electronic/communications engineering (preferred) or
equivalent experience.
•Two–three years of customer IT support experience.
•Once hired, 3 months of on the job training.
•Basics of RF (Satellite/Microwave) communications and IP Networking (Cisco
experience preferred)
•Problem solving skills
•Communications skills
•Client relations management

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