Technical Support - Japanese Speaker

Technical Support - Japanese Speaker

eTeam Workforce Pte Ltd
2-4 years
Not Specified

Job Description

Job Description :
Key Responsibilities:
Day to day handling of customer Emails and phone calls for fault reporting and inquiries
Contribute to Key Performance Indicators in relation to performance of the networks, infrastructure, applications, products and services supplied and operated by Telstra
Under the general guidance and direction of more senior technical staff, deliver technical support in relation to a range of complex products and services, network and infrastructure elements.
Work within a defined set of relevant product / network procedures, standards and practices
Deliver outcomes by implementing a course of action identified from a general range of solutions
1st call Assist in providing technical support in the investigation and rectification of complex incidents
1st call Assist in basic troubleshooting on technologies such as ADSL, Ethernet, IPVPN, VoIP
Manage the in-coming calls and create SNI tickets within committed Response times and Service Level Agreement (SLA).
Timely provide updates to customers on all RFO cases within the committed SLA, low priority case is not being escalated
Daily updates reasons for ageing tickets and difficulties handling complex tickets
Excellent problems solving of moderate complexity and good knowledge on the OSI 7 Layers.
Maintaining stakeholder relationships and some experience in a specialist field of IP, Transmission, Cloud, Security etc.
Experience of first line maintenance and alarm monitoring for network devices such as Cisco, Juniper and Foundry devices.
Good Hands on Experience of technologies and protocols such as Ethernet, MPLS, ADSL, SDH, VoIP and layer 3 protocols such as TCP/IP, BGP, OSPF.
Good understanding of incident and jeopardy management to work with relevant teams during Major outages for restoration and provide updates to customers appropriately and regularly.
Exposure & Trained on Cisco CCNA Routing & Switching/Security, Juniper, ITIL Foundation as minimum standard as minimum. CISSP, CCNP is a plus.
At least 2-4 years experience working in Technical Support or network operations centre environment

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