Responsibilities

  • Tier 2 support for customer and system incidents and requests.
  • Assuming ownership for the coordination, investigation and documentation of customer and system tier 2 incidents.
  • Assisting in the diagnosis of problems and incidents and helping in resolving them or escalate to relevant parties where appropriate.
  • Assisting in interpreting problems or errors at a basic level and helping in the assessment of risks of events and escalating appropriately to protect client services.
  • Helping ensure proper documentation for all problems, incidents, requests and built Knowledge base.
  • Helping follow up on incidents to ensure customer satisfaction.
  • Helping monitor issues until they are closed.
  • Demonstrating a good understanding of the customer’s business needs and applying them to the management of system events & incidents.
  • Working with other teams (e.g. technical team, service desk) to ensure the coordinated management of incidents
  • Sharing information required for the team to be successful.
  • Seeking opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback.
  • Improve operational processes to enable operations staff to operate effectively.
  • Responsible for resolving escalated incidents from tier 1.5

Requirements

  • Must possess Diploma / Degree in IP networking or telecommunications/mobile communication or equivalent
  • Strong knowledge of telecommunications technologies, including 4G, 5G, LTE and VoLTE. Knowledge of value-added services such as mobile charging solutions including the postpaid and prepaid, short-messaging service, or mobile commerce applications is an advantage.
  • IoT related experience and knowledge of network of connected devices and the technology that facilitates communication between devices and the cloud, as well as between the devices themselves.
  • Strong technical knowledge of IoT, computer networking, including knowledge of hardware, protocols, and internet standards.
  • Desire to work in an information systems environment
  • Good oral and written communication skills
  • Must be customer focus
  • Ability to work creatively and analytically in a problem-solving environment to improve customer service.
  • Ability to work as a team member and on varied shift types (24 X 7)