October 7, 2024

Nearlinx

San José

FULL TIME

Tier 1 Support Technician

We seek a dedicated Tier 1 Support Technician who delivers exceptional support experience. As a vital team member, you'll possess creativity, self-drive, problem-solving prowess, customer empathy, and an acute attention to detail.
Key Responsibilities:

Provide essential support to voice and data customers, ensuring prompt and effective service delivery.
Assist in diagnosing and resolving basic wireline and wireless service issues by collaborating with internal and external resources.
Document all support activities accurately within the ticketing system.
Ensure clear and concise communication for all interactions with vendors and customers within the ticketing system.
Assisted in coordinating remote field engineer dispatches and provided support during on-site visits.
Assist in managing tickets within Tier 1 queues, adhering to established processes and SLAs/SLOs.
Learn and apply coaching received from Tier 2 technicians to enhance proficiency.
Escalate issues to Tier 2 as required and assist in resolution efforts.
Monitor network devices and customer equipment for basic alarms and outages.
Support change requests and assist in troubleshooting customer configurations under supervision.
Participate in providing basic remote training sessions for customers.
Identify potential issues and assist in suggesting suitable solutions.
Prioritize tasks effectively and demonstrate attention to detail in day-to-day responsibilities.
Collaborate in the rotating on-call schedule to provide continuous support.
Learn and familiarize oneself with all essential Globalgig systems and processes necessary for customer service.
Engage in learning technical systems and solutions.
Assist in identifying opportunities for process improvements or optimizations.
Seek guidance and support from senior team members as needed.
Actively engage in knowledge-sharing activities to enhance understanding and skills.

Qualifications:

Basic understanding of networking principles or relevant certifications.
Prior experience in a customer service or technical support role is beneficial.
Familiarity with ticketing systems is advantageous.
Enthusiasm for learning and adapting to new technology solutions.
Strong communication skills, both written and verbal.
A proactive and detail-oriented approach to problem-solving.
Ability to work collaboratively in a team environment.

Education Requirements

Certified Cisco Network Associate (CCNA) or equivalent experience.
Associate preferred – Computer Science, Networking, Information Technology, or Electronics/Engineering focus.
1-3 years of working knowledge of Data networking and customer support in Tier II or Tier III

Tipo de puesto: Tiempo completo
Sueldo: ₡610 000,00 - ₡660 000,00 al mes