Tier I Technician (Night Shift & Weekends)-Costa Rica | Axim Global
We use cookies to give you the best online experience. By using the site you agree to the use of these cookies. To learn more, see our privacy policy.

No thanks

Tier 1 Technician-Costa Rica

Job Title: Tier 1 Technicial (Night Shift & Weekends)-Costa Rica

Axim Global Inc has a requirement for Tier I technicians, with some experience of supporting global customers with both Avaya deployments and also Cisco. The role is shift based, covering nights and days on a rota basis (shift pattern to be confirmed) and will involve operating from Heredia, AXIM´s CoE Technical Center in Costa Rica, as well as some home-based working.

The technician will join an existing technical support team based in the U.S. an d, together with other remote Tier I technicians, will be responsible for supporting global customers.

JOB DUTIES & RESPONSIBILITIES:

  • Act as first point of contact for all customer and internal requests, incidents, and problems
  • Responsible for tracking all Cases, Incidents, Change Requests, etc through their lifecycle
  • Provide solid Tier 1 engineering support to the enterprises voice/network technologies
  • Perform Moves, Adds, and changes
  • Monitor active customer tickets to ensure company standards are being met
  • Follow up with engineers to ensure updates are being made in a timely manner
  • Responsible for collecting and documenting feedback from users to support continual improvement
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  • Asking relevant questions and listening to customers to determine root cause of issues
  • Work independently with identifiable and consistent positive results
  • Utilize all required resources and work flows to accurately resolve or escalate customer issues
  • Maintain acceptable performance according to published standards
  • Work effectively with other team members locally and remotely
  • Demonstrate excellent customer service behaviors
  • Work with third party vendors to resolve incidents

Previous Experience

  • Minimum of twelve months experience in use of Cisco and Avaya monitoring tools, able to interpret alarms and take necessary action
  • Experience of troubleshooting faults on Cisco and Avaya devices
  • Twelve months as a Tier I technician working on a Customer Support Technical or Help Desk
  • Experience of raising and updating tickets on a fault management platform
  • Previous exposure to U.S. customers

Skills/Qualifications

  • Recognised Avaya or Cisco accreditations
  • Degree in computer science or associated subject
  • Able to communicate with both engineers, colleagues, vendors and customers effectively
  • Excellent written and spoken English
  • Good Microsoft skills, particularly Excel
  • Flexibility in working patterns (expected to be mainly weekday nights and some day and night weekends)
  • Self motivated and able to work without direct supervision

Learn More