Technical Support Analyst

The Itel company is searching for a Technical Support Analyst to be part of the Network Operations team. The position is accountable to the Director of Network Operations. As the principal point of contact, you will be the frontline customer support, facilitating the resolution of both data and voice service issues. Your work will move around the handling of service level agreements (SLAs), partnership in the departmental key display indicator (KPI), and most importantly, to give good customer service.

Key Responsibilities

• Collect details, document issues, and troubleshoot efficiently after you get support calls without delay.
• Follow up on ticket queues and triage new tickets. Do task preparation according to service type and SLAs.
• Work on the management and troubleshooting of VOIP systems and services.
• Use the command line interface (CLI) to configure and manage your Linux system.
• Get in touch with the last-mile carriers and solve the upstream service problems.
• Update and maintain internal documents to support the team processes.
• Keep yourself up to date with support procedures and initiate the improvement of them if necessary.
• Participate through teamwork in the achievement of the team’s expectations for SLAs and service goals.
• Appropriately escalate issues by following the guidelines of the support procedures.
• Conduct coaching and training activities with junior team members.
• Keep up to date, and at the same time, establish positive relationships with partners, customers, and fellow workers.
• Record problems and keep up the necessary reporting and metrics.
• Look out for, and keep yourself abreast of, the present and upcoming technologies.
• Perform other related tasks as required.

Qualifications

• Educational completion after high school in one of the following areas: Computer Science, Engineering, or a related field of study.
• At least 2 years of the latest work experience in the area of technical support or in similar positions.
• We might take into account a suitable mix of qualifications and experience to satisfy the job requirements.