This role is a mix of tier 1 & 2 network support for our major telecommunications customer. That means the engineer determines the issue, actions by engaging relevant parties, keeps the client updated until a solution is provided. Builds up knowledge on Cisco switches, has access to EMEA & US devices. Learns the company’s procedures and their global customers. Once fully confident then further, 2nd level is added; fixing faults, handling global clients of various technical expertise.

Popis pozice:

Principle Duties and Responsibilities:

• Multi-platform Cisco support, Juniper & proprietary solutions (i.e. netgates)
• Direct customer and account team interface providing day to day network support
• Manage trouble investigation, isolation, and steady-state recovery
• Assists users to identify and solve complex connection/communication problems
• Workload breakdown: most of the incidents are related to high-end MPLS solutions at their edge (CE-PE), monitored proactively by an automated alerting system; along with that, also proprietary low-end VPN tunneling solutions are supported, with a mixed reactive-proactive model. A number of cases regard other VoIP solutions.

Working Hours: In order to provide multilingual support you will be required to work various shifts in order to cover 24/7 operation. Shifts will be assigned to you by your manager. It will be either 8hr (Mon – Fri) or 12 hr shifts (Mon-Sun), allowing for continuous periods of rest.

Profil kandidáta:

Requirements:

• Experience of customer service ideally gained in a customer-facing environment
• Fully CCNA qualified or relevant experience
• English proficiency in both verbal & written form
• Flexibility to work either 12 hr shifts (weekends, nights, and national holidays) or day 8 hr shifts (Mon – Fri). This depends on business requirements.
• Must be EU passport holder, willing to relocate, culturally sensitive, appreciate cultural differences.

Nabízíme:

The positions available offer:

• Grow your skill base, we will support your technical development related to the role
• Be part of a vibrant international team
• 1 extra week of holiday (5 weeks in total)
• Meal vouchers
• Special discounts for gyms, opticians
• Team building events
• Employee referral bonus.