Network Engineer

Responsibilities

  • Serve as the first point of contact for customers seeking assistance over the phone, email, or ticket.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided by customers.
  • Walk the customer through the problem-solving process.
  • Direct unresolved issues to the next level of support personnel.
  • Provide accurate information on products or services.
  • Record events and problems and their resolution in logs.
  • Follow-up and update customer status and information.
  • Pass on any feedback or suggestions from customers to the appropriate internal team.
  • Identify and suggest possible improvements on procedures.

 

Requirements

  • Technical or College Degree in Information Technology, or related field, and/or networking certifications (CCNA desirable).
  • 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 .
  • Ability to work a rotating roster.
  • Excellent work ethic and attitude.
  • Ability to multi-task (e.g., answer additional calls while already working on an issue). 
  • Understanding of networking protocols.
  • Basic level understanding of Cisco Routing and Switch/Data networking skill, including DHCP, QoS, IP routing protocols.
  • Solid understanding of network & security technologies.
  • Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources.
  • Previous help/service desk experience is preferred but not required .

 

About You:

  • Client-focused with a commitment to excellent customer service.
  • Ability to work autonomously and as part of a team environment with strong communication and collaboration skills.
  • A strong sense of ownership, the ability to communicate effectively with clients and internal staff across all aspects of the business.
  • Excellent time management skills, attention to detail and process oriented.
Job Type: Full Time
Job Location: Colombo
This job is no longer accepting applications.