GSA Operator - IP Otro

  • Confidencial
  • Santa Fe
  • 24-09-2016
  • Otros
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 availability
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 and apply self-knowledge 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 satisfactorily.
•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, 1 to 3 months of on the job training.
•Basics of RF (Satellite/Microwave) communications
•Medium to High knowledge of IP Networking. CISCO experience preferred. CCNA
•Familiar with any CRM software
•Excellent English both written and verbal. Additional languages are an
•Problem solving skills
•Communications skills
•Client relations management

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