Dedicated Field Engineer Brazil - Customer Support - Resende RJ

Job description

about the role

- Supports routers, switches and IPT CISCO and Blucoat equipments.

- Provides a first line troubleshooting service for customers.

- Understands, develops, and delivers systems/solutions to customers' business.

- Proactive conduct to configure CISCO equipments during the troubleshooting.

about you

- At least 1 year relevant technical experience or 2–4 years customer support experience in the telecommunication industry;

- Because of job’s diversity, the ideal candidate for this position should have a four-year technical degree (or equivalent industry exposure) and two to three years of relevant work experience.

- CCNA Certification is required.

- Communication Skills – provide clear and effective support to all customers, read and interpret a variety of instructions, speak professionally on the phone and in person, write professional documents involving all types of correspondence (i.e., emails, customer’s tickets, knowledge articles)

- Reasoning Ability – be patient, have effective interpersonal skill, be assertive and diplomatic, and have the ability to determine when each is required, prioritize all tasks, projects, job duties and responsibilities in fast-paced environment, work effectively under pressure, set and meet personal deadlines, utilize time management skills.

- Analytical and Problem-solving Skills – possess excellent questioning skills, as well as the ability to identify, isolate, and communicate problems from and to all levels of the customer base and staff, provide problem-solving solutions over the phone, through email, and in person, possess a willingness to share skills with team mates and level one support professionals.

- Learning Skills – maintain an enthusiastic approach towards learning new systems and software packages, master basic knowledge and skills to perform job duties, learn all new and upcoming networking features and software packages implement and enforce change.

- Professional Skills – prioritize tasks given a set of deadlines and deliverables, work as a member of support staff team, deliver requests from various sources especially with regards to
me.

- Good interpersonal and communication skills;

- Good time management, and organizational skills;

- Ability to work under pressure;

- Ability to deal with multiple tasks;

- Team work, uses a team approach to solve problem when appropriate;

- A determination to process tasks according to pre-defined processes is essential;

- Ability to build relationships with peer and management levels both with clients and the company management;

- Proactive, self motivated and determined attitude;

- Good PC skills and application knowledge;

- Problem solving skills;

- Flexibility in terms of working hours;

- Proficient in English;

department

Customer Services & Operations

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.  Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

contract

Regular