Advanced Technical Support Engineer

Deliver exceptional customer experiences by providing solutions to service incidents across a wide product portfolio. Utilize technical, critical thinking, and communication skills to restore services, build customer relationships, and identify process improvements.

Requirements

• Provide exceptional technical support to customers by addressing queries and troubleshooting issues promptly.
• Troubleshoot incidents and escalate to higher levels as needed.
• Monitor production network environments using monitoring tools to ensure availability.
• Coordinate on-site dispatch of telecommunications technicians for service repairs.
• Respond to automated alerts using diagnostic tools to determine severity and criticality of problems.
• Proactively detect faults and conditions, diagnose causes, and resolve expeditiously.
• Escalate issues and problems according to established procedures.
• Perform regular system health checks.
• Apply knowledge of networking, systems, and applications to identify and resolve problems effectively.
• Collaborate with engineers to resolve production problems.
• Maintain detailed trouble ticket notes on incidents and problems.
• Write or revise system documentation and procedures when required.
• Travel up to 10% for training or other functions.