2nd Level Support Engineer in Telecommunications with French

VON Consulting is an HR Consultancy company, providing solutions and services in the following areas: recruitment and executive search, personnel leasing, payroll, administration and training.

 Interacting with ISP’s to ensure that they are equipped to install the order and provide necessary information to assist them with installing the equipment.
 Manage all incidents raised through the ticketing tool or on customer request.
 Work with ISP’s and third-party vendors to identify issues with client infrastructure equipment.
 Help onsite engineers to check and resolve issues with the equipment, take cautious decision to ensure that the down time is as short as possible.
 Document new resolutions identified.
 Processing new orders received from the customer, ensure accuracy, quality and SLA is maintained for each order.
 Communicating with ISP’s across the globe regarding the delivery of the orders.
 Tracking delivery of the ordered equipment until delivered to installation data center.
 Interacting with ISP’s to ensure that they are equipped to install the order and provide necessary information to assist them with installing the equipment.
 Liaise with the customer and the ISP’s to help get the equipment installed and into production.
 Contribute Participate for the overall improvement of the program /company.

 Document all Incidents Orders in the Ticketing System with all the required information.
 Ensure that all details required for the ticket are updated with the equipment information and details of the issue are documented in the Ticketing system.
 Work with the third party vendors to ensure that the issues are fixed within the stipulated SLA and minimum downtime.
 Provide accurate information to the customer about the equipment that requires break fix, what are the actions taken and what is the next action plan if the issue has not been resolved.
 Monitor and respond quickly and effectively to emails, calls or group messages received from the customer, 3 rd party vendors or ISP’s.
 Ensure that the escalations are routed to the correct responsible party without any delays.
 Document internal procedures
 Connect with the Quality team for regular feedback sessions and to work on continuous improvement plans.
 Co-ordinate with team members in identifying new solutions for existing and unresolved issues.
 Follow all defined process religiously and raise feedback and suggestions to the appropriate stakeholders
 Report all issues that needs attention from the Ticketing system to the Team Lead.

Skills:
 Excellent verbal and written communication Skills
 Fluent in French
 Understanding customer and service providers
 Good understanding of servers, switches, and network setup in DC.
 Excellent knowledge in networks and connectivity
 Telephone communication skills
 Deal with challenging customer service situations
 Developing and practicing assertiveness in customer delivery
 Tools and Technologies for the Support Center
 Understanding Computer Telephony Integration
 Creativity and problem solving, out of the box thinking
 Support processes and processes integration
 Team building and knowledge sharing
 Working experience on Windows platform and Microsoft suite
 Practice ethics in the workplace