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Client Technical Specialist

Job Category:

Information Tech

Job Level:

Professional

Open Date:

18-Jul-2020

Location:

TAGUIG CITY

Close date:

17-Aug-2020

Client Industry:

TECHNOLOGY (IT & IT peripherals)

Job Description and Qualification:

Skills and Experience

  • A dynamic and self-motivated individual that is dedicated to exceeding customer expectations, willing to contribute to team efforts, must possess strong interpersonal and presentation skills, as well as excellent customer engagement skills
  • An IT degree with at least 3-5 years working experience in large enterprise network or telecommunications support environment. Minimum CCNP certification of equivalent.
  • Strong technical knowledge in IP internetworking (including DNS, firewall, proxy), LAN Switching and WAN protocols (especially MPLS-VPN and BGP).
  • Strong communications skills is essential. Ability to maintain good sense of urgency in all interactions with the client, be able to articulate value-add to client and become trusted advisor to the client.

General Support

  • Provides client-focused operations support by working closely with various internal support teams (e.g. TAC, Business Product, Engineering & Tier-3 support) 
  • Documents client’s ICT environment and operations for better support and understanding 
  • Participates in client’s meetings related to operations support
Service Request (SR) Support
  • Provides Service Request (SR) assessment, advice and support 
  • Provides conference calls with client to report on and expedite SR issue (if any) 
  • Provides periodic reports to client with the status of SRs 
  • Participates in meetings related to client’s infrastructure changes to achieve zero unexpected outage, high customer satisfaction and trust, especially providing valuable advice to ensure smooth implementation of new or additional products and services
Incident Management Support 
  • Provide regular reports to Top Management on status of client’s incidents, including working closely with Major Incident Management team for consolidated status updates as need be 
  • Point of contact for SM and manage the communications to client through SM 
  • Provide conference calls with client (i.e. customer conference bridge) to report on and expedite incident (especially major incident) 
  • Ensure the RFO / Incident report is produced within the required timeline 
  • Provide inputs to Problem Management team 
  • For major incidents, work with Major Incident Mgmt Team to:
  • o Lead and coordinate with the respective resolver groups including 3rd party vendors until incident resolution; and escalate to resolver group’s management where necessary 
  • o Provide updates to management based on the pre-defined notification / escalation timeline

Salary:

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