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full time Telecoms Customer Service Agent

by Google Account in Clare

 

Level 2 Senior Technical Support



Prerequisites:



  • Preferably 1 year experience in a hand's on support roles with a similar Telecoms or Networks environment


Job Description:



  • Be able to analyse and troubleshoot network and telecoms problems up to an intermediate level. 1st and 2nd Line support)

  • Plan and schedule daily tasks according to priority and severity; Use sound judgment on a variety of problems requiring deviation from standard practices; Use initiative to provide a quality solution and service to the customer.

  • Support and maintain network infrastructure in Shannon including network switch's, routers, access points, wireless lan controllers, voip phones and firewalls.

  • Be able to troubleshoot/diagnose network issues and escalate to 2nd Level Support if required

  • Provide day-to-day support for customer issues/requests.

  • Ensure that all incidences and requests for T&N are logged, resolved and the tickets correctly closed in the company's Event Management System.

  • Endeavour to fix and close all calls assigned to the Telecoms & Networks queues within SLA

  • Participate in Project based assignments when required.

  • Support of the Network Management Alerting System, to include active followup and closure of critical alerts.

  • Support Asset Management audits and reconciliation activities, such as:-


    • Monthly AMBWA (Asset Management By Walking Around) Audits

    • Miscellaneous Audits as required by internal and externals agencies

    • Update Asset Management system as equipment is installed / removed

    • Adhere to Intel's goal to maintain asset database accuracy at 100%

  • Adhere to SMBWA audit policies for all BCR/SCR rooms (i.e. All Comms Rooms where T&N have equipment):-


    • Perform monthly SMBWA (Safety Management By Walking Around) Audits as per

Audit spreadsheets




    • Return completed audit spreadsheet to relevant Intel owner

    • Follow-up/closure on issues highlighted during the audit.

  • Spares/RMA Management


    • Creation of Cisco TAC Case for failed parts

    • Replenishment of spares in relevant locations when they are used for failures

    • Return of defective parts to vendor as per RMA process

    • NOTE: Training and Processes awareness will be given

  • Attend all daily morning Ops meetings.


    • T&N Daily Ops


Technical Skills:



  • At least 1 years experience in a large organisation is essential, preferably 2 years.

  • CCNA Preferable.

  • Previous experience with Cisco equipment is essential. i.e. Cisco IOS Switches and Routers (small/medium & large switches).

  • Cisco VOIP experience an advantage



Soft Skills:



  • Excellent customer focus.

  • Excellent verbal and written communication skills.

  • Strong ability to adhere to processes and procedures.

  • Continually demonstrate proactive and dynamic behaviour.
Team Player essential

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Published at 04-12-2009
Viewed: 203 times