Job Description

• Responsible for the monitoring to support all services provided to customers.
• Respond to all customer network and voice alerts within SLA from the various monitoring systems. Follow the necessary steps to validate and resolve the alarm using network and VoIP knowledge or assign to an appropriate next level engineer.
• Identify & document improvements for alarms for internal knowledge base
• Become the knowledge expert for monitoring system and for implementing and improving the system.
• Manage vendor maintenance notifications
• Answering calls that come into the support desk from customers and vendors. Capturing the details of the conversations into the relevant ticket.
• Back up to the Support Team by helping manage the work queue of a team of support engineers by monitoring the service management platform (ServiceNow) and assigning tasks appropriately.
• Ensure SLA of tickets are met.
• Ensure tickets are re-assigned when the assigned engineer is unavailable to respond.
• Carrying out level 1 support tasks and responding to customers by phone or ticket.
• Assisting with vendor tickets and following them up until resolved

Qualifications

A Support Technician should have some experience working on a Support Desk and have a technical network IT or VoIP background with strong attention to detail and ability to work to the highest standards and backed up by excellent customer support skills.

• Experience in working in support environment and excellent skills and experience utilizing key support toolsets such as monitoring and service management applications.
• Skills and knowledge of IP networks preferred
• Experience working with monitoring systems
• An understanding of VoIP and knowledge of SIP preferred
• Willingness to study towards SIP school certification
• Experience in speaking and writing to customers in a technical support role

Additional Information

All your information will be kept confidential according to EEO guidelines.