The Senior Support Engineer is able support and cross-platform networks, cloud, and security technologies into complex IT Infrastructure and telco settings across heterogeneous operating environments. The Engineer delivers results in a dynamic and ever-changing environment with excellent communication and time management skills. They provide excellent client experience and the ability to comprehend technical matters and present them to non-technical user in a clear and coherent fashion.
They are required to take initiative and support continuous improvement of the client base by proactively identifying case trends, researching potential challenges, and creating solutions. Handles complex Client escalations and manage through to resolution, by troubleshooting, isolating the root cause and providing a resolution to customers critical technical issues and providing Root Cause Analysis reports, as required.
Requirements
Receiving assigned technical support cases form Level 1 team, troubleshoot and resolving issues that could be associated with solution functionally such as network related application errors, database or data errors, message flow, firmware, network connectivity and server performance.
Identification of areas of development and training for Level 1 Engineers based on escalated cases and feedback from the business keeping in mind new solutions and products.
Continuous upskilling of Level 1 engineers with the aim of enhancing overall business technical skill, enhancement of work efficiencies and improvement of client experience.
Supports the Team Leaders in the development and implementation of new technology requirements, processes, policies, and systems to ensure the most effective use of new technology and opportunities.
Documentation and implementation of proactive service enhancement plans to drive optimal performance of our services and solutions to clients especially for recurrent service gaps.
Working with respective stakeholders on assessment of technical solutions required to address customer requirements, assesses clients met and unmet needs, and recommending solutions that optimize value for both the customer and the company.
Work with internal core infrastructure engineering teams, Installation engineers and team leaders to identify/isolate root cause and support implementation of solutions that have not been solved through problem replication or known solutions.
Managing customer expectations of response time and issue resolution through accurate and timely feedback to existing and prospective customers regarding the services offered by the company.
Participating in company-sponsored training programs as provided and provide product feedback to reduce the number of issues experienced by customers.
Providing accurate and timely feedback and reports to line manager as may be required from time to time.
Daily review and updating of the issue management system for assigned cases and provision of site reports as per SLA.
Application of validated processes to support and manage customer requests, complaints, and inquiries.
Must meet or exceed the service and quality performance standards or objectives for the assigned function.
Qualifications and experience
Degree in Information Technology or Information Systems or Computer Sciences or Telecommunication, or related discipline.
Advanced Certification in Cisco, Microsoft Applications, Security and Voice Solutions.
Practical experience working with large Enterprise Solutions such as SDWAN, MPLS, Network Security, CISCO, VC, VOIP
Between 3 – 4yrs experience in the IT industry focusing specifically on network infrastructure support and maintenance.
Customer Service skills and training with excellent oral and written communication skills.
Excellent organizational skills
BEHAVIOURAL COMPETENCIES
Knowledge and effective application of all relevant security policies processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
Ability to work in a team and achieve synergies.
SKILLS AND ATTRIBUTES
Basic understanding and appreciation of technical design and business principles.
Demonstrates fundamental project management and administration ability.
Display customer engagement skills.
Demonstrate relevant domain specialist knowledge.
Good verbal communication skills.
Demonstrate good reporting skills.
Client focused and displays a proactive approach to solving problems.
Ability to work under pressure.
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