Sao Paulo, São Paulo
Job Summary

Role Summary To provide support for on call escalations and doing root cause analysis of given issue to independently resolve tickets within agreed SLA of ticket volume and time to adhere to quality standards, regulatory requirements and company policies Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts to ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases. Acting in the monitoring, administration, installation and resolution of problems in equipment and devices related to Telecom and Computer Networks Responsibilities: • Monitor data and voice links. • Request and monitor the opening of calls for customer voice and data carriers. • Provide support to users, according to the Service Level Agreement (SLA), avoid stoppages in the operation to minimize impact on the process. • Monitor maintenance performed by third parties. • Knowledge of networks for LAN, WAN technologies. • Knowledge in TCP/IP networks. • Knowledge in VOIP technologies. • Knowledge in Wi-Fi technologies. • Knowledge in Switches, Routers and Firewalls (Cisco, Palo Alto) • Perform technical support (Troubleshooting) of all levels of complexity in IP network infrastructure. • Owns and drives issues to resolution including escalation to specialized resources within the broader IT organization. Remains engaged on issues until resolution. • Lead, coordinate and participate in improvements as they relate to the on-site IT environment. • Serves as an advocate for the organization’s information security management system. Assists customers to work efficiently within the ISMS framework. • Test fixes to ensure problems have been adequately resolved. • Perform post-resolution follow-ups to customer requests. • Evaluate documented resolutions and analyze trends for ways to prevent future problems. • Field incoming requests from customers via both telephone and e-mail in a courteous manner. • Build reports with customers. • Prioritize and escalate problems (when required). • Record, track, and document problem-solving processes, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. • Apply diagnostic utilities to aid in troubleshooting. • Understands the essential responsibilities of the position and works to continuously to build and improve the skills necessary to be proficient in the role. Job Holder Requirements • Exceptional written and oral communication skills • Exceptional interpersonal skills, with a focus on listening and asking probing questions as • appropriate. • Strong documentation skills. • Ability to conduct research into a wide range of computing issues as required. • Ability to absorb and retain information quickly. • Ability to present ideas in user-friendly language to non-technical staff and end users. • Keen attention to detail. • Proven analytical and problem-solving abilities. • Ability to effectively prioritize and execute tasks in a high-pressure environment. • Exceptional customer service orientation. • Ability to represent and advocate for both the policies and procedures of the IT organization the end users’ perspective. • To resolve assigned tickets in adherence to agreed SLA and quality standards of the company • To maintain high login Efficiency (Availability) for customers • To resolve tickets within agreed SLA of ticket volume and time • To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies • To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling

Key Responsibilities

Responsibilities: • Monitor data and voice links. • Request and monitor the opening of calls for customer voice and data carriers. • Provide support to users, according to the Service Level Agreement (SLA), avoid stoppages in the operation to minimize impact on the process. • Monitor maintenance performed by third parties. • Knowledge of networks for LAN, WAN technologies. • Knowledge in TCP/IP networks. • Knowledge in VOIP technologies. • Knowledge in Wi-Fi technologies. • Knowledge in Switches, Routers and Firewalls (Cisco, Palo Alto) • Perform technical support (Troubleshooting) of all levels of complexity in IP network infrastructure. • Owns and drives issues to resolution including escalation to specialized resources within the broader IT organization. Remains engaged on issues until resolution. • Lead, coordinate and participate in improvements as they relate to the on-site IT environment. • Serves as an advocate for the organization’s information security management system. Assists customers to work efficiently within the ISMS framework. • Test fixes to ensure problems have been adequately resolved. • Perform post-resolution follow-ups to customer requests. • Evaluate documented resolutions and analyze trends for ways to prevent future problems. • Field incoming requests from customers via both telephone and e-mail in a courteous manner. • Build reports with customers. • Prioritize and escalate problems (when required). • Record, track, and document problem-solving processes, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. • Apply diagnostic utilities to aid in troubleshooting. • Understands the essential responsibilities of the position and works to continuously to build and improve the skills necessary to be proficient in the role. Job Holder Requirements • Exceptional written and oral communication skills • Exceptional interpersonal skills, with a focus on listening and asking probing questions as • appropriate. • Strong documentation skills. • Ability to conduct research into a wide range of computing issues as required. • Ability to absorb and retain information quickly. • Ability to present ideas in user-friendly language to non-technical staff and end users. • Keen attention to detail. • Proven analytical and problem-solving abilities. • Ability to effectively prioritize and execute tasks in a high-pressure environment. • Exceptional customer service orientation. • Ability to represent and advocate for both the policies and procedures of the IT organization the end users’ perspective. • To resolve assigned tickets in adherence to agreed SLA and quality standards of the company • To maintain high login Efficiency (Availability) for customers • To resolve tickets within agreed SLA of ticket volume and time • To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies • To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases • To update worklogs and follow shift/ escalation process and process compliance • Work on value adding activities such Knowledge base update & self-development. Technical & Personal Skills: • Consistently demonstrates a positive attitude and approach. • Demonstrates enthusiasm and dedication. • Consistently displays initiative by proactively providing solutions and driving long term objectives toward completion. • Demonstrates empathy and focuses on the needs of internal and external clients/contacts where relevant. • Focuses on what can be done. When a problem exists, suggest a solution

Skill Requirements

Responsibilities: • Monitor data and voice links. • Request and monitor the opening of calls for customer voice and data carriers. • Provide support to users, according to the Service Level Agreement (SLA), avoid stoppages in the operation to minimize impact on the process. • Monitor maintenance performed by third parties. • Knowledge of networks for LAN, WAN technologies. • Knowledge in TCP/IP networks. • Knowledge in VOIP technologies. • Knowledge in Wi-Fi technologies. • Knowledge in Switches, Routers and Firewalls (Cisco, Palo Alto) • Perform technical support (Troubleshooting) of all levels of complexity in IP network infrastructure. • Owns and drives issues to resolution including escalation to specialized resources within the broader IT organization. Remains engaged on issues until resolution. • Lead, coordinate and participate in improvements as they relate to the on-site IT environment. • Serves as an advocate for the organization’s information security management system. Assists customers to work efficiently within the ISMS framework. • Test fixes to ensure problems have been adequately resolved. • Perform post-resolution follow-ups to customer requests. • Evaluate documented resolutions and analyze trends for ways to prevent future problems. • Field incoming requests from customers via both telephone and e-mail in a courteous manner. • Build reports with customers. • Prioritize and escalate problems (when required). • Record, track, and document problem-solving processes, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. • Apply diagnostic utilities to aid in troubleshooting. • Understands the essential responsibilities of the position and works to continuously to build and improve the skills necessary to be proficient in the role. Job Holder Requirements • Exceptional written and oral communication skills • Exceptional interpersonal skills, with a focus on listening and asking probing questions as • appropriate. • Strong documentation skills. • Ability to conduct research into a wide range of computing issues as required. • Ability to absorb and retain information quickly. • Ability to present ideas in user-friendly language to non-technical staff and end users. • Keen attention to detail. • Proven analytical and problem-solving abilities. • Ability to effectively prioritize and execute tasks in a high-pressure environment. • Exceptional customer service orientation. • Ability to represent and advocate for both the policies and procedures of the IT organization the end users’ perspective. • To resolve assigned tickets in adherence to agreed SLA and quality standards of the company • To maintain high login Efficiency (Availability) for customers • To resolve tickets within agreed SLA of ticket volume and time • To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies • To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases • To update worklogs and follow shift/ escalation process and process compliance • Work on value adding activities such Knowledge base update & self-development. Technical & Personal Skills: • Consistently demonstrates a positive attitude and approach. • Demonstrates enthusiasm and dedication. • Consistently displays initiative by proactively providing solutions and driving long term objectives toward completion. • Demonstrates empathy and focuses on the needs of internal and external clients/contacts where relevant. • Focuses on what can be done. When a problem exists, suggest a solution

Other Requirements

Responsibilities: • Monitor data and voice links. • Request and monitor the opening of calls for customer voice and data carriers. • Provide support to users, according to the Service Level Agreement (SLA), avoid stoppages in the operation to minimize impact on the process. • Monitor maintenance performed by third parties. • Knowledge of networks for LAN, WAN technologies. • Knowledge in TCP/IP networks. • Knowledge in VOIP technologies. • Knowledge in Wi-Fi technologies. • Knowledge in Switches, Routers and Firewalls (Cisco, Palo Alto) • Perform technical support (Troubleshooting) of all levels of complexity in IP network infrastructure. • Owns and drives issues to resolution including escalation to specialized resources within the broader IT organization. Remains engaged on issues until resolution. • Lead, coordinate and participate in improvements as they relate to the on-site IT environment. • Serves as an advocate for the organization’s information security management system. Assists customers to work efficiently within the ISMS framework. • Test fixes to ensure problems have been adequately resolved. • Perform post-resolution follow-ups to customer requests. • Evaluate documented resolutions and analyze trends for ways to prevent future problems. • Field incoming requests from customers via both telephone and e-mail in a courteous manner. • Build reports with customers. • Prioritize and escalate problems (when required). • Record, track, and document problem-solving processes, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. • Apply diagnostic utilities to aid in troubleshooting. • Understands the essential responsibilities of the position and works to continuously to build and improve the skills necessary to be proficient in the role. Job Holder Requirements • Exceptional written and oral communication skills • Exceptional interpersonal skills, with a focus on listening and asking probing questions as • appropriate. • Strong documentation skills. • Ability to conduct research into a wide range of computing issues as required. • Ability to absorb and retain information quickly. • Ability to present ideas in user-friendly language to non-technical staff and end users. • Keen attention to detail. • Proven analytical and problem-solving abilities. • Ability to effectively prioritize and execute tasks in a high-pressure environment. • Exceptional customer service orientation. • Ability to represent and advocate for both the policies and procedures of the IT organization the end users’ perspective. • To resolve assigned tickets in adherence to agreed SLA and quality standards of the company • To maintain high login Efficiency (Availability) for customers • To resolve tickets within agreed SLA of ticket volume and time • To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies • To ensure positive customer experience and CSAT through First Call R

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