Enterprise Technical Support (Level 2)

Job Description:

• Provide 24 x 7 scheduled technical assistance via phone and Troubleshoot CPE, Mobile Broadband, IoT, M2M, and other ISP-related products and services.
• Support Fiber Circuits (e.g. router setup, remote support, troubleshooting connectivity issues).
• Understand various Enterprise network environments and configurations.
• Troubleshoot CPE, Mobile Broadband, IoT, M2M, and other ISP-related products and services.
• Coordinate with internal departments for troubleshooting and service restoration.
• Attend to faults and escalations involving outages, server failures, routers, switches,and network-related incidents.
• Manage monitoring systems (e.g. bandwidth monitoring, DDoS notifications, fault alerts).
• Support enterprise customers with stringent SLA requirements.
• Follow up closely on cross-functional investigations and provide timely customer updates.

Job Requirements:

• Degree/Diploma or equivalent with NOC experience
• Minimum 2years experience in a support/service environment with a keen interest in Internet Technology
• Customer oriented, motivated and driven to explore new ways of doing things
• Team worker with good interpersonal, communication and writing skills
• Able to work within constraints and meet service levels
• Willing to accept new challenges and responsibilities
• Highly motivated with initiative
• Willing to work on rotating shift, inclusive of weekends and public holidays
• Customer focused attitude with ability to explain technical information to non-technical people with compassion
• Good communication skills in English, both written and verbal

Required Certifications:

• Mandatory: CompTIA Network+ and ITIL certification.
• Preferred: Cisco CCNA, Juniper, Fortigate, Huawei, Meraki, and Aruba certifications