Service Desk Engineer - Spanish Speaking

Competitive | Prague | Permanent
Posted 28 days ago

Service Desk Engineer - Connectivity Technology (Spanish Speaking)

Prague

35,000 CZK per month

Do you come from a Customer Service/Contact Centre/Help Desk/Service Desk background? Do you understand telecoms technology (IP / VPN / Transmission)? Would you like to coordinate cutting edge cloud and connectivity issues? I could have a great opportunity for you, please read on!

What is on offer?

Our client owns and operates one of the largest fibre networks and cloud platform on the planet, it helps global enterprise and connectivity providers by digitally transforming their connectivity platforms.

Customer service is a major part of the client’s business. These teams of service professionals are responsible for all attributes of the service assurance function across a large and complex portfolio of products and services.

We are looking for a service desk engineer (Spanish Speaking) primarily responsible for providing first line technical support to customers across an international base.

What we would like to see from candidates

• English language – fluent (mandatory)
• Spanish language – fluent (mandatory
• 12 x months experience in Customer Service/Contact Centre/Help Desk/Service Desk role (must).
• Awareness of ITSM tools (Siebel, Remedy, ServiceNow, Clarify, HEAT) (must).
Experience
• Experience in fault diagnosis/troubleshooting and fulfilling requests (must).
• Awareness and understanding of process framework(s) – ITIL Foundation/ITIL Operations (desirable).
• Knowledge and understanding of TCP/IP (OSI) model and routing protocols
• Understanding the basic functions of the following protocols: DNS, DHCP, IPv4, TCP/UDP, VPN, VLANs
• WAN connections knowledge
• Experience with Cisco/Juniper Routers, Switches and OS on CLI using show commands to troubleshoot issues
• Knowledge of Optical Technologies, Unified Communication products (Skype for Biz), Hosting and Security are highly desirable

Education/Qualifications

• BSc/BA Degree in ICT/Telecommunications/Business Administration or similar discipline (either complete or in-progress) (must).
• CCENT knowledge, Network or equivalent (complete or in-progress) (must).




Your Tasks

• Logging incident/service request details
• Providing first-line investigation and diagnosis
• Resolving/fulfilling incidents/service requests where possible
• Escalating incidents/service requests where appropriate
• Engaging with field engineers to support resolution activities
• Owning incidents/requests from ticket creation to resolution/fulfilment/closure.
• Communication with customers
• Configuration Management System maintenance
• Provide exceptional customer service by taking ownership, recommending improvements and understanding customers’ services and solutions.
• Participate as required in meetings
• Coach/guide ‘Service Desk Engineer – Junior’ and ‘Service Desk Analyst’ and act as resolution/escalation point where appropriate
• Administration

For more information about this role, please contact:

Stuart Quilliam

stuart.quilliam@itqnetworks.com
01442 509 050

See Stuart Quilliam's jobs
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