Customer Support Service Engineer Tier II at Liquid Telecom

Role Overview

Reporting to the SOC Manager, this role serves to provide customers with excellent remote technical support based on tickets raised from Tier 1 most efficiently and effectively. All customer related issues need to be resolved within the stipulated SLA. The role provides 24/7 support to customers.

Key Responsibilities

• Promptly attend to service-related tickets assigned by Tier 1, identify the issue, resolve, escalate to the relevant department(s) and follow through to resolution within SLA to ensure uptime and reliability of services
• Ensure customers tickets, emails and chats are updated/responded to frequently and accurately on the progress of the restoration of services
• Providing detailed RCA/RFO for customers and implementing measures/giving recommendations to mitigate and avert service interruptions
• Identify recurring incidents, analyse the root cause, and implement/propose the necessary changes to mitigate and avert any interruption of services for both the network and customers
• Liaise with contractors, third-party vendors in the resolution of network equipment maintenance and faults
• Provide timely and accurate availability, utilization or any other ad-hoc report to customers and management
• Identifying faults where updates are not shared promptly and notifying the SOC Manager
• During times of major fault, shall be required to manage escalations both internally and externally
• Escalate gateway faults to upstream providers and engaging them until fault resolution while maintaining constant communication with both internal/ external customers
• Provide accurate and timely reports to Liquid Telecom customers or management

Formal Qualifications Required

• Bachelor’s Degree in Computer Science, Telecommunications or Electrical/Electronic Engineering Certifications in IP networking such as CCNA, CCNP, Junos
• Microsoft, Amazon or any cloud-based/Cybersecurity certifications
• ETOM or ITIL knowledge

Experience & Skills Required

• At least 2 years’ experience in resolving Layer 1-3 issues across a variety of equipment vendors for the various technologies within the Telecommunications industry and a year experience in deploying or supporting cloud-based solutions
• Excellent understanding of Ethernet, Routing, VLAN, SDH, Microwave, LAN and WAN Networking technologies
• Strong technical and analytical skills necessary for solving network-related problems
• Protocols - STP, VLAN, VTP, VRF and L3 protocols: Static, RIP, EIGRP, OSPF, BGP, ISIS skills essential
• Excellent understanding of MPLS and MPLS VPN's
• Excellent communication skills and the ability to express complex technical concepts to both technical and non-technical persons, both verbally and in writing
• In-depth understanding of technology trends and solutions related to the Liquid Telecom product portfolio
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Excellent analytical and problem-solving skills.