Helpdesk

RESPONSIBILITIES
• To listen and respond to customers' inquiries on the telephone
• To update records in systems and platforms (tickets)
• To meet established performance targets, which include customer service, productivity and quality standards
• To keep account information confidential and protect it from unauthorized use
• To provide technical support via phone, e-mail, identify the root cause (issue) of a case and assist the customers to implement a timely and effective solution
• Provide Tier 1 Support for distributors, service providers, enterprise customers, and end users via telephone, e-mail, and web.
• Ability to escalate the case at the right time
• Perform review of cases and provide quality feedback
• Ability to work on weekends (either being staffed or through on call methods)
• Participate in team meetings, make updates and/changes to current process documentation based on these meetings.
• Support the organization on identifying, establishing processes for continuous improvements.
• To follow up on the customer's issue with outstanding customer service.
Desired Skills & Experience:
A minimum of 1+ year of proven experience working in the networking technical support space.
• Technical expertise in resolving Layer 2/3 IP issues.
• Layer 2 Protocols: ARP and DHCP
JOB REQUIREMENTS
• Skills in successfully implementing, manage, and troubleshoot Microsoft Windows and Unix based operating Systems.
• English proficiency (80% or above).
• Proactive and Assertive
• Ability to multitask during high pressured situations.
• Ability to communicate, both in writing and orally, in a business environment.
• Demonstrated operational discipline and thoroughness in most/all aspects of his/her work – e.g., status reporting, documentation, following process and procedure.
• Full schedule flexibility.
• Excellent time management.
• Excellent Customer service skills.
• 11th grade completed. (Bachillerato)
• Cisco CCNA 4 modules completed (CCNA certified desired).
• Ability to function in a team environment.
• Proven knowledge of routers, firewalls, switches, and IP sub-netting and networks in general.
• Proven knowledge of MikroTik routers (MTCNA desired)
• Proven knowledge of Wireless devices (UBNT)
. Advanced systems engineer.