TSC Réseau (Network Engineer)
votre rôle
1.2 Main responsibilities and Required Skills
1.2.1 Call Desk activities
Handle calls in a professional manner
Ability to analyse the customer’s request and identify proper course of action
Incident ticket creation if and when required
Applying VDD process workflow on tickets received
Report to VDD expert team in case of issue
Follow-up with VDD expert team and French TSC on cases
1.2.2 Monitoring activities
Monitoring of DHD logger to ensure no tickets are left unattended
Handle checklisting activities
1.2.3 First level support
Support Field engineers and customers for service requests, regulary providing updates of status
Ensure configuration/migration on backbone and customer sites remotely for activation of customer services.
Verification of router,switches and network nodes configurations and correct where required as per perimeter and engineering rules.
Ensure customer acceptance tests are performed successfully.
Ensure Supervision of equipment is activated/deactivated where required.
Update SI tools (Service Information) after each operation performed
Appropriately categorize, prioritize and escalate incidents and service requests which resolution is not found
Ensure resolution is performed within the defined SLA levels
Escalation follow-up with VDD Expert team
1.2.4 Provisioning
Validate Voice configuration on mediation and provisioning server
Escalate to appropriate department if configuration is not correct
1.2.5 Reporting and Communication
Ensure DHD logger tickets are filled correctly
Communication on Incident progress and resolution
Communication of amendmends required to Knowledge base (Wiki)
Assist training dispensed from VDD Expert team
votre profil
Knowledge:
Information Technology
Networking knowledge
Proper call handling process
Customer relationship management
Data network equipment and architectures (DSL, Fibre, MAN Ethernet, Frame Relay.)
Knowledge of Lan technologies and Routing Protocols is a must (Ethernet, IP, QOS, VoIP/ToIP, Wifi, RIP, EIGRP,OSPF,.)
At least 1 year of experience in related field
Skills:
Bilingual – English & French written and spoken
IT Proficient: Cisco CCNA or Juniper JNCIA
Troubleshooting skills on various platforms
Excellent language skills (English and French), spoken and written
le plus de l'offre
None
contrat
CDI
Mauritius Ebene - Ile Maurice
1.2 Main responsibilities and Required Skills
1.2.1 Call Desk activities
Handle calls in a professional manner
Ability to analyse the customer’s request and identify proper course of action
Incident ticket creation if and when required
Applying VDD process workflow on tickets received
Report to VDD expert team in case of issue
Follow-up with VDD expert team and French TSC on cases
1.2.2 Monitoring activities
Monitoring of DHD logger to ensure no tickets are left unattended
Handle checklisting activities
1.2.3 First level support
Support Field engineers and customers for service requests, regulary providing updates of status
Ensure configuration/migration on backbone and customer sites remotely for activation of customer services.
Verification of router,switches and network nodes configurations and correct where required as per perimeter and engineering rules.
Ensure customer acceptance tests are performed successfully.
Ensure Supervision of equipment is activated/deactivated where required.
Update SI tools (Service Information) after each operation performed
Appropriately categorize, prioritize and escalate incidents and service requests which resolution is not found
Ensure resolution is performed within the defined SLA levels
Escalation follow-up with VDD Expert team
1.2.4 Provisioning
Validate Voice configuration on mediation and provisioning server
Escalate to appropriate department if configuration is not correct
1.2.5 Reporting and Communication
Ensure DHD logger tickets are filled correctly
Communication on Incident progress and resolution
Communication of amendmends required to Knowledge base (Wiki)
Assist training dispensed from VDD Expert team
votre profil
Knowledge:
Information Technology
Networking knowledge
Proper call handling process
Customer relationship management
Data network equipment and architectures (DSL, Fibre, MAN Ethernet, Frame Relay.)
Knowledge of Lan technologies and Routing Protocols is a must (Ethernet, IP, QOS, VoIP/ToIP, Wifi, RIP, EIGRP,OSPF,.)
At least 1 year of experience in related field
Skills:
Bilingual – English & French written and spoken
IT Proficient: Cisco CCNA or Juniper JNCIA
Troubleshooting skills on various platforms
Excellent language skills (English and French), spoken and written
le plus de l'offre
None
contrat
CDI
Mauritius Ebene - Ile Maurice