Network Support Technician

InfoCare Service AB erbjuder dig goda karriärmöjligheter och spännande uppdrag inom områden som installation, driftsättning och teknisk support.

Vi är Nordens ledande, oberoende tjänsteleverantör och i Sverige har vi kontor på 24 orter där våra konsulter och tekniker dygnet runt och året om ser till att våra kunder, små som stora, har fungerande och lönsamma IT-system. Våra största kunder återfinns hos allt från dagligvaruhandeln till myndigheter från norr till söder. Nu växer vi ytterligare och söker ännu fler, engagerade kollegor.

Vi Söker en Network Support Technician för vår kund i Stockholm. Placeringen kan även vara i Göteborg

Responsibilities:

• provide professional technical support and troubleshooting for all requests received;
• • resolve complex customer issues in support to Level 2 entities; diagnose fault-related cases by effectively utilizing software/tools diagnostics and other network/product utility programs;
• • act as the high level of technical escalation within Service Operations and support the internal operational entities toward problem resolution;
• • responsible for the verification and/or recommendation of the correct and appropriate hardware/software customer configuration of equipment toward resolution of customer faults;
• • able to work closely with engineers, Vendors and Service Providers to adequately test and resolve hardware/software issues;
• • provide technical support for the resolution of repeated incidents/problems if requested, and identify trends;
• • resolve customer configuration problems, identify product malfunctions, and simulate communication problems in lab environment for problem resolution;
• • document all troubleshooting and case management actions via the electronic case management system;
• • prepare technical reports as required (Problem management trend analysis);
• • technical guidance and support of peers;
• • provide support to ASP;
• • participation of the on call weekly;
• • technical guidance and support of peers.

Skill profile:

• Engineering degree in telecommunication or IT technology
• • Experience in telecommunications
• • Familiar with Cisco/AVAYA/Riverbed product suites
• • Experience on Network, LAN/WAN topologies and protocols
• • Experience on Voice protocols (SS7, H323, MGCP, SIP,)
• • ability to carefully plan and coordinate work according to a demanding time schedule
• • excellent interpersonal and communication skills with the ability to operate in a multicultural and cross-functional organization
• • good office automation and PC literacy skills
• • service oriented, customer focus, and have the ability to resolve complex - problems through a calculated and methodical approach
• • ability to work under pressure
• • ability to deal with multiple tasks
• • ability to coach and mentor peers and subordinates
• • good commercial awareness
• • presentation/Report writing skills
• • proactive, self-motivated and determined attitude
• • excellent problem solving skills are necessary
• • flexibility in terms of working hours
• • proficient in English and Danish
• additional information
• • analyses & contribute end to end data, video, voice problems resolution, 24x7 across all underlying infrastructure/ technologies by providing high level of technical support
• • timely execute complex Move Add Delete (MAC) on IPT solution
• • issue adhoc trend analysis reports, issue/follow-up on Service Improvement
• • plan and issue recommendations. Maintain Problem Management DB