Technical Support Engineer

Job Description

About the role

– Provide a professional first technical point of contact for the customer
– Diagnose fault-related cases by effectively utilising software diagnostics and other network/product utility programs.
– Provide updates as needed to the customer in order to meet performance objectives.
– Ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process
– Perform technical escalations in line with company procedure.
– Monitor systems, customer networks and products, and deal with alerts and events as appropriate.
– Liaise and refer issues to correct/relevant entities e.g. other GCSC’s, PTT, IOC and other Vendors as appropriate.
– Undertake any other reasonable task as assigned.
– Ability to build relationships with peer and management levels both with clients and the company management
– Proactive, self motivated and determined attitude.
– A determination to process tasks according to pre-defined processes is essential