Technical Support Engineer Mexico (1258)
#1258
Global Services
, LATAM
Overview
RAD’s Global Services, Mexico office, is looking for a technical support engineer.
Location: Based at the RAD offices in Mexico.
Roles & Responsibilities
- Being the first contact with the client
- Being the first support Line for solution and failure isolation
- Being responsible for testing the network performance
- Being accountable for escalating all critical and KCA issues
- Client monitoring and Attention 24/7
- Being a team player
- Deliver monthly KPIs to the team lead along with significant updates
- Training schedule to improve the performance
- Network Monitoring
- Monitoring 24/7 of network elements
- Assure the SLA Schedule
- Daily review of the customer information to be updated
- Register all cases and escalate the critical ones according to the SLA defined
- Follow up the critical issues and update accordingly
Requirements
- Communications and electronics engineering or related
- Knowledge of Monitoring and Help Desk platforms
- Knowledge of technical Support & Troubleshooting Processes
- Is desirable to know Network access devices
- Is required knowledge in TDM & Ethernet Technologies
- Radio/wireless Knowledge
- Fiber/Copper knowledge
- Layer 1, Layer 2 & Layer 3 experience (a must)
- Capacity to Provide support to final customers with high complexity
- Required the use of the following tools: MS Office, MS Project, MS CRM