L1 Network Security & UC Engineer

Job description

about the role

·  To provide a professional first point of contact for the customer
·  To accurately log all incidents/inquiries in a timely and effective manner
·  Diagnose fault-related cases both proactive and reactive by effectively utilising software diagnostics and other network/products utility program wherever possible
·  Provide continual updates to the customer and use internal escalation process when necessary in order to meet contractual and performance objectives
·  To coordinate with all the necessary internal departments or vendors to achieve fault resolution within SLA definitions.
·  To resolve by himself/herself most of the incidents on all IT Services supported by the team
·  Document all troubleshooting and case management actions via the ticketing systems
·  To ensure on time resolution, by escalating to the appropriated experts and management when necessary.

about you

·  Very good interpersonal and communication skills
·  Able to understand complex Customer infrastructure and good understanding of Services proposed by Equant
·  Excellent customer skills and focus are required
·  Ability to work under pressure and to deal with multiple tasks
·  Preferred to have networks background and knowledge
·  Preferred to have knowledge in any of the following technologies: firewalls, proxies, Zscaler, active directory, skype for business, Microsoft exchange
·  CCNA certification
·  Fluent inboth English & French

additional information

Educational background:

 

·  B.Sc. Engineering, Telecommunications or Computer Science

 

Professional Experience:

 

·  0-2 years of experience in the IT field.

department

Customer Services & Operations

contract

Regular