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Senior Technical Support Specialist
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To provide high-level technical support and maintenance services for international IP services, including VPN, MPLS, and managed router/firewall services. The role involves coordinating with project managers to implement customized IP solutions for customers and working with the core engineering team to provision non-standard services and implement network-wide upgrades.
- Carry out effective customer service provision on all International IP services, including Layer2 VPN, Layer3 MPLS, Global Internet Access, SDWAN, Managed Router/Firewall Services.
- Manage and coordinate with Project Manager the implementing of customized IP Solution Project in configuration and other technical aspect to our customers;
- As part of the service delivery chain, in coordinate and work with the core engineering team to provision non-standard services and implement network wide upgrades, changes, etc.;
- Resolve customer issues by providing technical support mainly remotely, on ad hoc basis on-site;
- Provide 2nd level support to the NOCs for such services and be an escalation point for such issues;
- Work with the core engineering team to resolve higher level problems and implement solutions per request;
- Participate in provisioning and support of additional products as needed, including NNI/Cloud NNI.
Required Skills and Qualifications
We are looking for highly skilled professionals with strong knowledge in IP/IPv6/BGP/MPLS/IPSec SDWAN, Network Technology coupled with Cloud Technologies.
- Customer-oriented, self-motivated and tactful in dealing with other people across different functions;
- Well versed in spoken English
- Good communication (especially telephonic), presentation and interpersonal skills;
- Team player
Key Responsibilities
Key responsibilities include:
- Carrying out effective & quality customer service provision on all International IP services, including Layer2 VPN, Layer3 MPLS, Global Internet Access, SDWAN, Managed Router/Firewall Services
- Managing and coordinating with Project Manager the implementing of customized IP Solution Project in configuration and other technical aspect to our customers;
- Working with the core engineering team to provision non-standard services and implement network wide upgrades, changes, etc.
- Resolving customer issues by providing technical support mainly remotely, on ad hoc basis on-site;
- Providing 2nd level support to the NOCs for such services and being an escalation point for such issues;
- Working with the core engineering team to resolve higher level problems and implement solutions per request;
- Participating in provisioning and support of additional products as needed, including NNI/Cloud NNI.
