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IP Network Support Professional
2 semanas atrás
Seeking a highly skilled individual to join our team as an IP Technical Support Specialist. This role plays a vital part in delivering exceptional technical support services across the Americas region, reporting directly to the NI Care Manager-Brazil.
As a subject matter expert, you will handle challenging IP Network technical issues, provide level 2 remote technical support for service requests and participate in incident management, outage management, RCA reports, escalation and customer communication.
The ideal candidate should have a degree in Computer Science, Information Technology, Network Engineering or Telecommunications Engineering, with at least 5-9 years of experience in IP Networks. Excellent interpersonal, stakeholder management skills and advanced English skills are required.
Responsibilities:- Provide Level 2 remote technical support for service requests.
- Participate in technical support activities including incident management, outage management, RCA reports, escalation and customer communication.
- Manage risks related to SLAs and ensure customer satisfaction.
- Analyze support activities for continuous improvement.
- Build and maintain relationships with customers, partners and internal teams.
