L1 Network Security
5 days ago
**Job Purpose**:
- To provide support throughout the case excellence process to IT Services Customers, including processing of customers calls/inquiries, case opening, qualification and management, troubleshooting and resolution.
- To be responsible for the management of both proactive and reactive cases ensuring a professional and consistent delivery of quality services to our customers.
**key Tasks and Responsibilities**:
- 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
**about you**:
**Skills and Qualifications**:
- Basic knowledge in computer networks (CCNA is a plus)
- English fluency (French is a plus)
- Strong interpersonal and communication skills
- Strong customer handling skills.
- Ability to adapt to changes and acquire new skillsets to meet business demands
- Preferred to have knowledge in any of the following technologies: firewalls, proxies, load balancers, Intrusion prevention & detection system, active directory, skype for business, Microsoft exchange.
**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
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