With an installed base in more than 170 countries, Expereo is the leading global Hybrid Network Operator providing Dedicated & Broadband Internet Access, Virtual Private Networks, Equipment and On-site Professional Services to international carriers and integrators. Our connectivity services enable a low risk, flexible and cost-efficient way to expand your footprint, add resiliency and allows you to provide a competitive solution to governments and multinational corporations. Starting as a pioneer in 2004 in Europe, Expereo has created a unique global offering, defining the Hybrid Network Operator Model for Internet Services, and leading it since then. Today, Expereo operates in all key regions and has offices in the Netherlands, United States, Singapore, United Arab Emirates, Argentina, Russia, Mexico and Morocco.
As a Customer Support Engineer, you will be a member of our Global Customer Support team, operating from Amsterdam, Dubai, Buenos Aires and Singapore.
This department is responsible for all incident management activities.
Our Support Engineer therefore take full ownership of a pending technical issue until resolved.
Your primary tasks and responsibilities will be to:
- Proactively communicate with channel partners concerning incoming incidents and register these findings in trouble tickets.
- Resolve technical issues involving client's network connections by analysing / troubleshooting the incident and proactively coordinating the repair process with third party providers / suppliers.
- Manage the channel partner relation by means of proactive communication throughout the entire solution process so that the client experiences the problem as fully and adequately resolved by Expereo.
- Perform technical acceptance testing on newly provisioned services to ensure quality of delivery in accordance to Expereo standards.
- Administrate the process of technical support accurately and share findings with colleagues.
- Participate in project teams as necessary to support the business.
Requirements:
- Related studies in ICT, Electronics, Telecommunications or CCNA certification.
- Minimum 1-2 years working experience.
- English is a must, Mandarin or other regional language is beneficial.
- Strong analytical & communication skills.
- Creative & channel partner focused.
- Team player & No 9 to 5 mentality.
Good working knowledge in:
- Access networking technologies (xDSL, Leased line, Wireless, Satellite)
- Router/firewalls (primarily CISCO)
- VPN solutions (public based on IPSEC/SSL or private based on MPLS)
- TCP/IP (subnetting)
- Network management systems/tools
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- Company:
Expereo Singapore Pte Ltd - Designation:
Customer Support Tier 1 Engineer - Profession:
Customer Service / Communications - Industry:
Computer and IT