Tier 1 Technician

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 Type

Nightshift & Weekends

Location

Costa Rica

Disponibility to Travel

Not Applicable

Essential Functions

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

Additional Specific Duties and Responsibilities

N/A

Required Qualifications

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

Desired/Preferred Qualifications

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

Supervisory Responsibility

N/A

Work Environment

N/A

Physical Environment

N/A

Other Duties/Changes

N/A

EEO Statement

N/A

Tier 1 Technician