HTOM junior Support consultant

Vertragsart:
Vor Ort
Start:
08.2012
Dauer:
6 Monate (Verlängerung möglich)
Von:
Kommlink GmbH
Ort:
Krakow
Eingestellt:
20.08.2012
Land:
flag_no Polen
Projekt-ID:
409175

Warning
Dieses Projekt ist archiviert und leider nicht (mehr) aktiv.
Sie finden vakante Projekte hier in unserer Projektbörse.
For one of our clients we are looking for a HTOM junior Support consultant


Task Description:

• Supports delivery of High Touch Technical Support (HTTS) program to major accounts, or Global Technical Centre (TAC) where applicable.
• Ensures follow-up and closure of critical problems with large strategic customers.
• Uses standard tool to receive alerts and monitor status of new customer service requests (cases) pushing through to resolution.
• Regularly interacts with the clients's customer and internal teams in a coordinated fashion to ensure problem resolution.
• Maintains a good relationship with the customer during the course of the problem resolution process through the effective use of email, telephone, NetMeeting, video conferencing and other collaboration methods.
• Co-ordinates root cause/operational analysis in conjunction with the High Touch Engineer (HTE).
• Carries out reporting, SLA calculations and trending analysis.


Required skills:

• Initiative taker who has the ability to work outside of process.
• Experience in a support environment.
• Work with HTTS/TAC, Duty Managers and BU (Business Unit) Development Engineers (DEs) to review potential product or software defects and obtain fixes.
• Has a technical and networking understanding, but primarily has the ability to leverage the technical expertise of others.
• Leverages and contributes to Virtual Teams.
• Independently coordinates and executes tasks.
• Uses technical understanding to work with HTTS/TAC and BU DE to create a recommended solution, and to understand the business impact to the Customer.
• Solid understanding of business processes and requirements in a support environment and in the customer’s organisation.
• Excellent written and verbal communication skills, across culture.
• Ability to work successfully as a team member in a cross-functional matrix environment.
• Results driven and customer focus.
• Thorough Microsoft Office skills i.e. Excel, Word, Powerpoint.

Architecture & Technology Knowledge

• General understanding of networking technologies and services.

Educational Background Recommended

• Typically requires a university degree or equivalent experience in a similar role.
• 2+ years experience in a network engineering, customer service delivery or telecommunications support environment.
• ITIL v3 Foundation and Service Operations are highly desirable.
• CCNA/CCENT is desirable, but not essential.
• Service Provider experience is highly desirable.



Location: Krakow, Poland
Start: ASAP onsite / homeoffice
Duration: 6 months+

contact:
Slavina Georgieva