Customer Support Engineer(Telecommunications) – 40k at Sheer Logic

Duration:

• 6 months (Renewable)

Key Responsibilities

• Provide first-level troubleshooting and remote technical support.
• Manage customer tickets from acknowledgment to closure, ensuring SLA compliance.
• Handle customer communications on fault resolution, service inquiries, and network changes.
• Proactively monitor services and notify customers of issues.
• Liaise with internal teams for timely updates and accurate ticket information.
• Prepare scheduled and ad-hoc reports for stakeholders.
• Maintain customer contact databases and manage communication during major faults.

Requirements

• Diploma or Bachelor’s degree in Computer Science, Telecommunications, or Electrical/Electronic Engineering.
• Certifications in IP Networking (CCNA, CCNP, Junos) or Cloud/Cybersecurity (Microsoft, Amazon, etc.).
• Minimum 6 months of experience resolving Layer 1–3 network issues.
• Experience in the telecommunications industry handling customer and service-related issues.
• Strong understanding of Routing and Switching protocols and current technological trends.
• Excellent written and verbal communication skills.
• Proven ability to troubleshoot and resolve network connectivity problems.