IT Support Engineer

Our client, an international IT/Telecom service providers throughout the world, is currently recruiting an IT Support Engineer to join their professional and international team.

The job holder is to work as a support engineer (shift) at IT Operation Centre, act as the 1st and 2nd level support and play a crucial role in early recovery of Network / Mobile services / IOT services /customers' services in the event of faults and trouble, to carry out a variety of technical tasks to meet or exceed customers' expectation by liaising with vendors, carriers, Mobile Operators, third-parties, and other related organisations.

Job description

Manage a variety of IoT / Network (Data, Voice, Mobile services) alerts/reports and customer fault calls from internal technical divisions & customers (service portal /ticket system /email /telephone). Update trouble ticket systems and customer documentation with fault history. Contact and co-ordinate 3rd party suppliers, Mobile Operators, or other resources, to help achieve trouble resolution. Notify the On-Call Support / Manager of issues which require escalation, customer questions /complaints or requirements & new business opportunities. Visit customer premises with 3rd party vendors as and when required for troubleshooting, project or maintenance contract work. Carry out tasks with a high level of accuracy and professionalism such as, and not limited to, tape changes, system administrations and reporting. Attend customer meetings regarding issue, projects or maintenance contract work. Create ad-hoc reports concerning customer issues as and when required. Support remote engineers with service tests related to both network and mobile services (SMS, mobile Data, ecalls) Work within ICT Operations Division on 24/365 maintenance rota and as replacement of colleagues when necessary. Travel to other branches and customer offices throughout Europe for business purposes as and when required. Provide technical support, create design and proposals for customers. Update internal data base for operation centre. Communicate with vendors/carrier/ customers about change requests and planned/emergency maintenance notifications. Execute ad hoc requests from the line managers.

Requirements:

Knowledge and proficiency in MS Office Excel, Word, PowerPoint and Visio and in maintenance and installation of network infrastructure, security, server or virtualization. Fluent English language skills Ability to investigate and source answers to various service portals, ticket, email and telephone enquiries. Proven customer service and facing experience, at all customer levels. Flexible approach, able to work outside of normal working hours when requested. Strong time management/multi tasking & organisational skills . Good communication with customers, colleagues and related 3rd party vendors. A valid CCNP/CCNA, JNCIP certification, IoT /mobile networking experience will be an advantage. Significant experience in implementing and troubleshooting network or PC/server throughout OSI 7 layers. Strong work ethic and reliable time keeping and attendance.