Technical/IT Support Engineer at Comercio Partners

Job ID: 2.2
Department: Network Services Division
Function: Technical Support
Reporting to: Technical Team Manager
Travel Frequency: Seldom

Purpose of the Job

• Provide second-level off-site technical support for all Comercio Cloud Services: Cloud Computing, Public, Private, Hybrid Cloud, VMware, Huawei, HPE, Server, Voice, Data Connectivity, Internet Services etc
• To consistently provide a high level of excellent customer service and support ensuring customers satisfaction.

Expected Key Results (Detailed KPIs)

• Incident Management.
• Prompt Response to inbound calls and emails.
• Follow up on unresolved complaint/open tickets to closure.
• Timely Escalation/feedback to relevant units.
• Install and configure the computer applications
• Monitor and maintain the computer networks
• Maintain good and smooth communication with customers through different channels like web, email, and phone
• Prioritizing and managing the workflow
• Troubleshooting, diagnosing, and resolving the issue
• Maintaining procedural documents and reports
• Ability to learn and work on changing technologies
• Respond to customer’s calls, emails and act accordingly regarding issues
• Establish and maintain good working relationship with customers and other professionals
• Preparing Technical Reports

Educational Qualifications & Functional Skills

• A Bachelor's Degree in Computer Science, Computer/Software/Electrical-Electronics Engineering, and IT Engineering is required to pursue a career as a Technical Support Engineer in Telecommunications or Technological industries, while others require an Engineering Degree in any discipline.
• Strong communication skills both written and verbal to interact confidently with clients
• Great analytical and problem-solving skills help in resolving the issue faster
• Strong troubleshooting, diagnosing skills to resolve technical issues
• Good knowledge of computer systems, mobiles, and other techs
• Strong customer focus and technical knowledge of the company products or services.
• Strong IP design skills, in-depth knowledge of IP Network.

Work Experience:

• A hands-on experience with the following is a must: IP Routing, MPLS, QOS, VPN.
• Knowledge and experience with network security (IPSec Firewalls) are desirable.
• Experience with Wireless Point-to-Point and Point-to-Multipoint technologies is desirable
• Candidate must possess excellent customer interface, analytical and presentation skills and be able to influence internal and external organizations.

Other Requirements:

• Customer Focus.
• Tech savvy.
• Action orientation.
• Drive results.
• Cultivate Innovation.
• Ability to optimize work processes.
• Resilience.
• Self-Development.
• VMware/Huawei/HPE/Microsoft Learning Education Requirements.
• Bachelor's Degree or equivalent from a recognized higher institution of learning.