$88200 - $163800 Year
Monday to Friday
Day shift
Health insurance
Paid time off
Employee discount
Dental insurance
Vision insurance
401(k)
401(k) matching
Flexible schedule
Parental Leave
Tuition reimbursement
Flexible spending account
Retirement plan
Others
Troubleshoot, diagnose, and suggest/perform corrective or preventative maintenance actions on problems reported by customers
Escalate to subsequent support level as needed
Use and provide appropriate Salesforce and outage documentation, contribute to/review upgrade guides and other procedural documentation
Create and maintain customer relationships on a day-to-day basis
Maintain high level of customer satisfaction by providing services fully compliant with thecontractual SLAs
Act as “Outage Manager” by identifying the impact of the outages and changes made to thecustomer network
Ensure outage situations are documented per guidelines to meet contractual root cause reviewobligations
Provide pragmatic and effective recovery
Manage and communicate the related risks
Provide appropriate follow-up to customers
Supply input to and use the knowledge management tools
Proactively share knowledge
Ensure every trouble identified is adequately documented for tracking purposes and learningopportunities
Identify and collaborate with knowledgeable internal resources to understand and resolve technical issues
Interface with product business division (level 3/TEC Technical Expertise Center)
Must adhere to ISO27001 information handling and safe guarding best practices.
REQUIRED SKILLS
Degree in Computer Science or equivalent field or equivalent practical experience
Experience in Optics technology, Network Management System, Technical Support (2LS/3LS) as well as in NPI/Customer Engineering domain is nice to have
5% Travel
Communication
Leadership
Teamwork
Interpersonal
Learning/adaptability
Self-management
Organizational
Computer
Problem solving
Open mindedness
Strong work ethic
technology
Others
No experience needed
Others
Service industry
On going position
Hybrid Remote