The Role
The Technical Support Engineer is responsible for providing rapid responses to customer queries, resolving technical issues, performing network troubleshooting, and ensuring customer satisfaction by meeting service level agreements. This role involves both technical problem-solving and effective communication with clients.
Summary Generated by Built In
- Provide rapid response to queries from customers pertaining to technical/ configuration questions.
- Attend to calls routed from call center while ensuring achievement of customer service targets in terms of response time and resolution.
- Ensure that all customer transactions are completed to the satisfaction of the customers in accordance with service level agreements and ensuring that the customers are informed on resolution.
- Assisting our customers with various technical issues that range in complexity.
- Learn thoroughly the specs of the company network, equipment, services and troubleshoot system related issues.
- Use efficient analytical skills, access our internal database and teamwork to develop technical solutions related to technical issues.
- Ability to provide appropriate level of instructions to clients with limited technical knowledge.
- Handle Network troubleshooting and fault analysis; hardware troubleshooting and repair.
- Take ownership of customer issues reported and see problems through to resolution.
- Follow standard procedures for proper documentation, reporting and escalation of unresolved issues to the appropriate internal teams.
- Provide prompt and accurate feedback to customers providing updates on the progress of the case.
- Ensure proper recording and closure of all tickets.
- Prepare accurate and timely reports.
- Liaise with NOC teams to resolve customer issues.
- Ensure that each support case owned is handled as per our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling SLAs.
- Contribute findings to a common knowledge base and keep it up to date.
- Gain subject matter expertise in company products and services.
- On a rotation basis, handle on-call support out of office hours.
- Identify inefficiencies in the current processes and make recommendations to improve the same.
- Solve any incident in devices (hang-up, high CPU/memory, misconfiguration), services or connectivity (loss in fiber, loss in wireless link) this includes permanent solutions or workaround solutions.
- Utilize knowledge of networking, hardware, and software to diagnose, qualify, and resolve tickets.
- Ensure that the percentage of customer complaints resolved is maximized in minimum iterations to
- Consistently strive to increase customer satisfaction score through timely resolution of complaints.
- Ensure reduction in the number of repeat calls by customers.
reduce operational costs.
- Bachelor of Science in Computer/Telecom/Electrical Engineering or related.
- Certification : CCNA, MTCNA.
- Good Command of English and Arabic- Written and Spoken.
- Microsoft Office (MS Word, MS Excel, PowerPoint).
Top Skills
Ccna
Mtcna
The Company
What We Do
EarthLink Telecommunication started in 2005 as an Internet service provider. Within just a few years, EarthLink has become the largest Internet service provider in Iraq. We serve every city and town in Iraq, as well as several major cities around the world. EarthLink is not just an Internet service provider; we provide ICT solutions, data center services, managed services to business and government organizations in Iraq, and much more.
