L2 Technical Support - Telco (NBN)
Diversify Offshore Staffing Solutions
- Taguig, Philippines, 27F Twenty-four Seven Mckinley Bldg., 24th St. corner 7th Ave. Bonifacio Global City, Taguig, Metro Manila, PhilippinesTaguigMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 6 years ago
2018-03-25T16:00:00+00:00Job closed.
Job Description
POSITION OVERVIEW
The L2 Technical Support team will provide technical support for the client’s customers and network infrastructure. This position is responsible for the technical escalations from the customer care centre as well as supporting the client’s existing technology platforms and communicating fault updates to the customers.
GENERAL RESPONSIBILITIES
- Tier 2 ticket management and services troubleshooting for escalated consumer problems
- Ensuring incidents and requests are reported, logged, and resolved in line with SLA's
- Responding to NBN & Optus fault ticket updates and liaising with end user and carrier to resolve faults
- Surveillance of the client’s Network and Fault Management using various NMS tools
- Maintaining and managing vendor/partner escalations and coordination on to meet SLAs
- Troubleshooting access technologies such as ADSL2, FTTx & fixed wireless
- Maintains network by troubleshooting and repairing outages, testing network back-up procedures, and updating documentation
- Resolve, or assist in the resolution of customer issues through effective questioning, negotiation and conflict management, and using the correct assurance policies and procedures of the client
- Ensure that a high level of Client Service and Satisfaction is achieved through the technical support trouble shooting process, end-to-end
- Troubleshoot, document, and refine internal processes, including creating and/or maintaining articles for the Knowledge Base
- Any other task/duty as directed by client/management
Minimum Qualifications
- Bachelor’s degree or Diploma in Electrical/Electronics/Telecom/Computer Engineering/Information Technology or any related filed
- Minimum of 2 years of experience in Help Desk or any related field
- Proven expertise in technology problem solving in a Telecommunications environment
- Experience in troubleshooting NBN Access technologies such as FTTP, FTTB, FTTN/VDSL & HFC
- Experience in troubleshooting ADSL Access technologies
- Familiar SIP & VoiP technologies
- Familiar with Cacti
- Familiar with Ping, Netstat & trace route
- Vendor Certifications preferred (CCNA/JNCIA)
- Proven ability to clearly and effectively interact and communicate with customers in a friendly and personable manner via multiple channels (chat, phone, email)
- Excellent customer service skills, including the ability to deal calmly, positively, and professionally in tense or elevated situations and with upset or frustrated customers
- Excellent communications skills and proven history delivering exceptional customer experience directly to customers
- Responsible; able to manage time effectively and work efficiently, both with and without direct supervision
- Interpersonal Skills, specifically working with co-workers, customers, and management
- Willing to work in Bonifacio Global City in a shifting schedule
Perks and Benefits
Paid Holidays
Paid Vacation Leave
Paid Sick Leave
Paid Bereavement/Family Leave
Maternity & Paternity Leave
Medical / Health Insurance
Employee Discounts
Required Skills
- Technical Skills
- Cisco Networking (CCNA)
Preferred Courses
- Computer Science
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Once in a while
- Office Address
- 27F, Twenty-four Seven Mckinley Bldg., 24th St. corner 7th Ave. Bonifacio Global City, Taguig, Metro Manila, Philippines
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About Diversify Offshore Staffing Solutions
Diversify OSS is an Australian owned company providing businesses with successful extended or offshore workforce solutions in the Philippines. The Philippines is a competitive labour market with high demand for skilled workers in most fields. In order to realise the full potential of your offshore operations you first need to stand out from the crowd and attract the highest quality potential staff.
Once you have selected the staff you want you then need to ensure that they stay happy, productive, engaged and with you for the longest possible time. Losing your staff because your provider doesn’t properly educate you about the cultural differences or because you staff don’t feel appreciated or part of a team will seriously undermine the effectiveness of your offshoring staffing strategy.
An offshore workforce in the Philippines is a valuable asset to your business and like any asset, it takes some careful planning, investment, attention and most importantly the selection of the right business partner to ensure it delivers.
At Diversify Intelligent Staffing Solutions we value our people. We understand that they are a major reason for our success and continued growth. We realise the importance of keeping our people happy, engaged and comfortable in what they do.
Our focus is on providing a workplace that promotes creativity, teamwork and collaboration. We are a fun, friendly and passionate organisation that takes great pride in the social atmosphere we promote within the workplace, our people work hard but they enjoy what they do and enjoy interacting with their colleagues.