L1 Support Engineer

• Solve customer problems involving broad indepth product knowledge or indepth product specialty redirected by customer or escalated by onsite and field service engineers.
  
• Demonstrate the ability to handle any support situation that arises including but not limited to: the ability to utilize companywide resources to resolve a customer issue teaching onsite courses to strategic corporate customers and acting as the unit escalation contact point for executive management in hotsite situations.
  
• Manage hot site issues by setting customer expectations devising action plans and communicating to customers TPM Sales R&D and partners.
  
• Coordination technical escalations between field service development and 3rd party vendors.
  
• Develop your own technical knowledge of products/technologies related to the team scope and business needs.
  
• Meet service delivery guidelines within the principles of the companys service framework.
  
• Write and review technical articles white papers or sample programs in order to distribute technical information to customers service and internal staff. Review articles and sample code written by team members.
  
• Use sophisticated tools to analyze complex problems and develop solutions to meet customer needs.
  
• Provide technical feedback to R&D to improve quality of the product and make sure important customer feedback is played back to Product Management.
  
• Participate in 24x7 rotation
  

Requirements

• Minimum 2 years experience in telecoms or IT
  
• University degree in Telecommunications Computer Science IT or similar
  
• Proficient in the use of JIRA Confluence and MS Suite
  
• Very good OS knowledge: Linux Windows Server
  
• Knowledge of virtualization technologies
  
• Basic knowledge of SQL DBMS
  
• Good telecom and IP knowledge
  
• Hardware experience servers storages networking equipment
  

• Very good interpersonal skills
  
• Team player but able to work on own initiative
  
• Flexible and adaptable
  
• Good written and oral communication skills
  
• Appreciation of cultural differences
  
• Attention to detail
  

• Fluent oral and written English mandatory
  

• Head of Support