Responsibilities
- Serve as the first point of contact for customers alerts raised as incidents for all network devices in an organization to ensure highest availability
- Analyze platform behavior and provide system improvements recommendation to our DevOps team
- Assist in monthly monitoring reports and submit reports to team lead for review
- Direct incoming and unresolved issues to the next level of support personnel (Assign critical alerts from monitoring platform to engineers)
- Escalate critical alerts to appropriate team in charged
- Record events and problems and their resolution in logs
- Pass on any feedback or suggestions from customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
Requirements
Must Have:
- Outstanding customer service skills and a dedication to the ‘Customer Service Experience’
- Ability to work within a team in a fast-paced and constantly changing environment
- Ability to follow instructions from the Management team and senior colleagues
- Excellent work ethic and attitude
- Ability to multi-task (e.g., answer additional calls while already working on an issue)
- Basic level understanding of Cisco Routing and Switch/Data networking skill, including DHCP, QoS, IP routing protocols.
- Basic understanding of network & security technologies
- Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources.
Desirable:
- Previous help/service desk experience is preferred but not required