Technical Support Specialist
4 days ago
- Troubleshooting and Support: Troubleshoot internet-related incidents, including fiber, wireless, desktop, email, and hosting support.
- Customer Service: Provide exceptional customer service to FTTH/FTTB customers throughout their lifecycle with us.
- Team Collaboration: Collaborate with internal teams and external vendors to resolve escalated infrastructure incidents.
- Project Onboarding: Participate in project onboarding of new customers and upgrades.
- Incident Management: Ensure incidents are resolved within SLA and update incident information accurately in the company's ITSM.
- Knowledge Base Development: Contribute to the development and maintenance of the company's Knowledge Base.
- Certification: Certification as IT Technician preferred.
- IT Certifications: A+ / N+ certification, CCNA / HCNA certification, Microsoft Certified IT Professional preferred.
- Experience: Minimum 4 years' experience as a Mid-Level Support Engineer in a Call Centre environment dealing with international customers.
- Driver's License: Valid driver's license and own transport.
- Shift Work: Ability to work shifts.
- Proven Experience: Proven experience in an ISP Engineer or similar customer support role.
- VoIP Technology: Working knowledge of VoIP technology.
- Network Cabling: Familiarity with network cabling, classification, and topology.
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