Highly Skilled Technical Specialist
17 hours ago
Job Overview:
We are seeking a skilled Technical Specialist to proactively identify and resolve complex technical issues.
The successful candidate will be responsible for ensuring zero missed service level agreement (SLA) conditions by managing high-complexity tickets, conducting advanced tasks, and providing resolutions to diverse complex problems.
This role involves working with infrastructure at the client site, configuring, installing, testing, and operating it. The Technical Specialist will also perform necessary checks, apply monitoring tools, and respond to alerts.
Key Responsibilities:
- Configure, install, test, and operate assigned infrastructure.
- Perform regular checks, apply monitoring tools, and respond to alerts in a timely manner.
- Identify and log problems and errors prior to or when they occur.
- Assist in analyzing, assigning, and escalating support calls.
- Investigate third-line support calls, identify root causes of incidents and problems, and report/escalate as necessary.
- Provide onsite technical support to clients and field engineering services.
- Conduct monthly reviews of incidents and service requests, analyze data, and recommend quality improvements.
- Provide continuous feedback to clients and affected parties and update all systems accordingly.
- Identify opportunities for work optimization, including automation, and provide 3rd-level technical support and guidance.
- Develop and own monthly reporting capabilities within the Network space that demonstrate value to customers.
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