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Thread: L1/L2
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27th February 2015 11:41 #1
L1/L2
Main Responsibilities
Provide remote troubleshooting and analysis assistance for installation (or reinstallation), usage and configuration questions.
Provide answers for general usage and operation questions.
Provide problem determination / problem source identification for known and published problems.
Review diagnostic information to assist in isolation of a problem cause.
Identify known defects and fixes to resolve problems.
Provide assistance with questions regarding product documentation related to the supported products.
Interpret online manuals regarding code and application interfaces.
Collaborate with other support centers to provide seamless problem resolution.
Demonstrate proficiency in the hardware and software platform supported by maintaining applicable technical certifications.
Provide technical support service delivery within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction.
Demonstrate excellent oral and written communication skills.
This position will require industry certifications and ongoing skills development activities
Includes the requirement for scheduled shift work on a 7/24 basis, plus oncall rotations.
Preferred
At least 1 year experience in Support network hardware/software
At least 1 year experience in Perform problem management
Industry certified at the associate/beginner's level in a widely-known networking technology
French language would be strong advantage
Secondary Language Capabilities in: German, Spanish, Italian, Portuguese etc.Required
- Bachelor's Degree
- English: Fluent
L1 - 1400-2000, L2 2400-3000.
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- .Last edited by DesertDog; 27th February 2015 at 12:48.




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