Tier 1 Technician

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.

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Job Type

Nightshift & Weekends

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Costa Rica

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Disponibility to Travel

Not Applicable

Essential Functions


  • 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


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


  • 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


Work Environment


Physical Environment


Other Duties/Changes


EEO Statement


Tier 1 Technician
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