Technical Support Analyst

Location

Jordan | India

Job description

The Technical Support Analyst provides a single point of contact to Acuative Clients for Network and Voice-related problems and assists customers with telephone, email, or trouble ticket inquiries to resolve or escalate Network or Voice issues and problems. Provide support and incident management and client communications for Network or Voice faults and service requests.

Essential Functions

 Provide first-level support for any technology issue and problem in the following set

processes and procedures

 Assist by phone, email, and/or using a ticketing management system

 Respond to alerts in a monitoring or management tool

 Create and accurately assign incidents in an ITSM Tool

 Incident queue management

 Excellent customer service skills

 Excellent note-taking skills

 Escalate Issues as required to Tier2, Tier3, and Supervisory staff

 Quickly and accurately determine incident scope and impact

Required Qualifications

 Knowledge of WAN/LAN/WLAN environments

 Basic knowledge of routers, switches, servers, broadband circuits, telco circuits such as T1, T3, DS1, DS3, etc.

 Previous experience using an ITSM Tool

 Previous Experience using a network monitoring tool

 Understanding of ITIL Processes

 Customer focused

 Ability to multitask

 Good spoken and written English language skills

Additional Qualifications Desired

 Previous customer service experience a plus

 Previous NOC Environment experience a plus

 ITIL Certifications

Job tags

Salary