L2 Networking Engineer

The customer support (Central Team) - Tier1 & Tier2 engineer, must provide a turnkey support role to all of our partner's installed base customers, on the multiple platforms/services our partner hosts and serves. As a technical engineer, must be ready to engage on all types of Tier1 & Tier2 related enquires, by quickly and effectively gather the necessary information to put in motion the according issues root cause investigation, and either resolve the customer’s issue or redirect/escalate to the correct upper Tier levels within the organization▪ As the first/second point of contact for our partner customers, agent must provide all types of assistance, to those experiencing technical issues with the systems platforms that our partner have accepted contractual responsibility for, including among others, remote troubleshoot/analyses, and proper systems operational assessments, striving to provide the highest level of technical customer service to the customer whilst demonstrating excellent levels of technical skill to resolve issues accurately and quickly.

What you will do

▪Onboard new team members and provide necessary product and processes training

▪Help and coordinate team schedules and response times to deliver the content to end users on an appropriate manner, focus on meeting contracted customers SLA´s and KPI´s

▪ Provide Tier1 and Tier2 support levels via phone, email, tickets, or other needed methods on the project managed solutions, logging customer requests (CR) or incidents, or simply followup/update customers on case status

▪ Analyse data to determine issues root causes of problems and resolve them from remote, using as required diagnostic testing and software equipment

▪ Maintain system capabilities by testing existing equipment and programs, providing remote troubleshooting solutions for systems issues that affect course delivery

▪ Carrying out screen-sharing to help customers get set up and operational

▪ Empowering customers by promoting Knowledge base and self service

▪ Configure security, operational and access settings/permissions for groups or individuals

▪ Organize and schedule remote upgrades and maintenance minimizing the service impact

▪ Monitor internal & industry websites or publications for information about patches, releases, viruses, or potential problem identification.

▪ Work with senior engineers on escalated tickets

▪ Log and escalate calls with third parties where required, ensuring communication back to the customer

▪ Test repaired items (RMA replacement) to ensure proper operation with agreed our partner & customer standards.

What we want from you

▪ Excellent analytical and problem-solving skills, with the ability to multitask, with solid troubleshooting experience

▪ Exceptional customer service and confident communication skills, customising your interaction to the individual customer personalities and contexts

▪ Strong work ethic and ability to work efficiently and effectively with minimal supervision

▪ Ability to work in a fast-paced environment with excellent organizational skills

▪ Able to work to targets (SLA’s)

▪ Solid technical background in Engineering for TCP/IP | Networks (Switching, Routing)

▪ Wide proven experience of remote and on-site support, collaborating with customers, partners, and internal teams

▪ Experience in network operations or on field operations▪ Familiar with all types of production environments and common industry brands & variants for hardware assembly and configuration

▪ Solid knowledge of MAN & LAN (Layer 2 & Layer 3)

▪ Experience with all types of Wireless Networks (802.11x)

What you will need to bring

▪ Excellent teamwork skills

▪ Enthusiastic and a great attitude towards learning

▪ Experience managing service and/or operational level agreements with strong customer service, interpersonal and active listening skills

▪ A high standard of written and spoken English (additional languages such as: French, Spanish Italian or German are a plus) and attention to detail

▪ Able to work with non-technical customers and technical customers alike

▪ Network vendor technical certifications (Aruba, Ruckus, Cisco, Brocade, others)

▪ B.S. or equivalent science/IT degree preferred