Position Summary:

Position provides the second level of remote monitoring and management to growing base of global customers’ network equipment and IT systems; Responsibilities include resolution of complex customer incidents and requests in a manner that will result in the achievement of customer Service Level Agreements (SLA’s) and customer satisfaction.

Roles and Responsibilities:

• Remote pro-active and re-active management of complex network and IT infrastructures. Performing daily activities to secure the availability of the Customer network and IT infrastructure.
• Performing advanced diagnosis and troubleshooting while proactively notifying customers of all problems within SLA guidelines; Remotely resolving incidents within their capability; Responsible to escalate issues to third parties and higher technical and managerial support in accordance with expected service levels
• Responsible for Problem management process which involves root cause analysis (RCA); Proactively detects and prevents future problems/incidents.
• Responsible for maintaining and developing Known Solutions to Known Problems and other team’s knowledge databases; Trains new employees
• Responsible to fulfill customer requests in accordance with established, standardized Change management processes and procedures.
• Initiate dispatch of NCR Customer Engineers or third-party maintenance providers when required
• Perform other corresponding duties and tasks in accordance with his qualifications, as directed by Employer
• Responsible to attend all company assigned training courses and certifications; Constant self-education and self-improvement is expected and encouraged
• The role requires flexibility in working hours within 24/7 shift schedules which may change according to business requirements; Weekend or holiday hours, and/or extended hours are expected

Pre-requisites:

• High school diploma required/University degree preferred
• CCNA level or equivalent networking background is needed (CCNP nice to have)
• Experience supporting Cisco Routing, Switching, and Wireless solutions
• Relevant work experience 3+ years is preferred
• General knowledge of remote support technologies and strategies
• English B2 (written and verbal), with a good understanding of technical English

Skill Requirements:

• Proven background in supporting multiple IT products and technologies
• Proven experience with IT Troubleshooting processes and procedures
• Good general IT knowledge and skills
• Good MS Office knowledge
• Good interpersonal skills
• Ability to follow and create procedures
• Ability to perform independently under pressure but in a team environment

We are offering:

• Long term employment opportunity for best performing candidates
• Performing services for a multinational company
• Dynamic and responsible position
• A chance for a professional and personal development
• Competitive compensation package
• Advancement opportunity
• Paid training