Level 2 Tech Support
Intertec International
San Francisco de Heredia, Costa Rica - America Free Zone
hace 8 días

Position Type : Description :

Description :

Essential Duties and Responsibilities :

  • Act as a point of contact for all types of service requests.
  • Communicate directly with customers as needed.
  • Assist in coordination of the support teams to maximum utilization and improve communication.
  • Monitor alert systems and take appropriate action.
  • Assist in management of the emergency process for support requests requiring escalation.
  • Work with support technicians and management to do whatever is necessary to provide excellent service.
  • Continuously develop technical skills to enable progression to a technical support role.
  • Provide feedback on opportunities to improve process and workflow efficiency.
  • Qualifications :

  • Experience and knowledge of telecom topology and design, including Avaya VoIP telephony.
  • Bachelor's degree in Information Technology / Computer Science or related field preferred
  • Strong people skills, Great attention to detail, excellent organizational skills. Ability to multiple task.
  • Professional and effective written and oral communication as well as excellent interpersonal skills : such as telephony skills, active listening and customer-care.
  • Basic computer, operating system and application knowledge.
  • Basic understanding of networking technologies and components such as switches, routers and firewalls.
  • Understanding of support tools, techniques, and how technology is used to provide IT services.
  • Ability to organize and prioritize work and adapt to changes quickly.
  • Self-motivated with the ability to work in a fast moving, team based environment.
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