Tier1/Tier2 Engineer

3 weeks ago

Cebu City, Central Visayas, Philippines Staff4Me Full time
Job Description

TIER 1

  1. Handle inbound hotel guest internet connectivity calls and adhere to Blueprint RF's quality process and procedures.
  2. Report any possible network outages or call drivers.
  3. Take inbound calls from hotel guests, staff, technicians, 3rd party vendors, and partners.
  4. Report newly encountered issues.
  5. Escalate unresolved reported issues to Tier 2.

TIER 2

  1. Handle inbound hotel guest internet connectivity calls and adhere to Blueprint RF's quality process and procedures.
  2. Report any possible network outages or call drivers.
  3. Take inbound calls from hotel guests, staff, technicians, 3rd party vendors, and partners.
  4. Report newly encountered issues.
  5. Process or troubleshoot unresolved reported issues from Tier 1.
  6. Make outbound calls.
  7. Troubleshoot down equipment – Follow escalation best practices for Priority 1 issues and related urgent cases.
  8. Make call-backs to follow up on escalated cases, posting of charges and disconnected calls.
  9. Request hotel to post charges for internet fees and follow up on disconnected calls.
  10. Answer calls from staff, technicians, 3rd party vendors, and partners when all NOC agents are unavailable.
  11. Follow up and/or close tickets under the designated ticket bin.
  12. Provide feedback regarding action plans done on recurring issues.
  13. Ticket Hand-off: Create a report for unresolved cases that are for follow-up during the next shift.
Technical Requirements
  • At least 2 years of college level education with a neutral English accent.
  • Willing to work on a shifting schedule and onsite.
  • Basic knowledge of how the internet works is a plus.
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