
Lead IP Technical Support Specialist
Há 2 dias
You will play a key role in our Americas IP Organization, reporting directly to the Care Manager- Brazil. As part of the IP Care Delivery team in Brazil, you will be recognized as a Subject Matter Expert across the broad IP Networks product portfolio.
You will be part of a team providing 24x7x365 support for Technical Support Services in the region, ensuring service excellence and achieving optimal case-handling efficiency.
- Key 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.
- Degree in Computer Science, Information Technology, Network Engineering, or Telecommunications Engineering.
- 5-9 years of recognized subject matter expertise in IP Networks, with practical experience.
- Excellent interpersonal, stakeholder management skills, and advanced English skills.
- Understanding of the Care Business from pre-sales to post-sales, including tendering.
- Knowledge of other NI Business areas like Optical and Fixed Networks.
- Understanding of other Services Business parts like Professional and Deployment Services.
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