L2&L3 Support

Responsibility

Analyze service requests (Root cause, consequences, collateral effects)
Restore the service as fast as it could be reasonably possible (Safety first)
Find quick fixes (work around)
Elaborate long term solution
Follow daily the resolution of incidents and problems
Follow daily the operational events
Follow daily the resolution of incidents and problems with vendors
Declare any customer dissatisfaction and non-compliance of the service
Ensure a total Customer satisfaction

Qualifications

Experience in NOC Systems
Excellent communication in English
Insure the best customer service perception
Enforce the SLA (Service Level Agreement)

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