Topic: Helpdesk Support Resource req(ADSL +CCNA or CCNP)

 

Main Responsibilities - • Provision, commission, test, maintain and repair network elements and services.

• Provide trouble analysis (i.e. testing, fault isolation and repair functions; logs, alarms, operational measurements).

• Work with appropriate areas for the implementation of hardware, software, firmware, product change upgrades and commissioning of network elements / services.

• Complete preventative maintenance routines to ensure network reliability.

• Ability to effectively compile and analyze data and make sound recommendations

Communications:

• Superior customer service and communications skills (English written and spoken), with the ability to adapt to varying styles based on the given situation.

• Initiate and/or respond to queries, discuss trouble details and confirm resolutions directly with external / internal customers.

• Explain/discuss details regarding progress, issues, applicable charges and promote products and services.

Experience and Education:

• CCNA certification required; CCNP certification considered an asset

• Possess a diploma from a recognized post-secondary institution in a relevant discipline (e.g.: telecommunications).

• Experience in installation, maintenance, or testing /analysis of network elements (hardware and software) would be an asset.

 

Key Purpose - • Experience in direct front-line customer support or service, preferably in a technical or operating systems support role (minimum of one year).

Technical Requirements:

• Knowledge of network technology, architecture and elements, and an understanding of their associated interworking.

• Knowledge of circuit wiring, transmission parameters and testing.

• Knowledge of automated provisioning, ticketing, testing and dispatch systems.

• Knowledge of maintenance practices / routines on network elements.

• Knowledge of installation and repair practices, policies, and procedures.

• Knowledge of products and services for business and residential customers.

Non Technical Requirements:

• Must be willing and able to work various shifts as assigned (such as evenings, weekends and statutory holidays), based on business needs.

• Ability to manage a demanding workload.

• Must follow safe work practices and abide by all safety rules and regulations.

• Functional PC Skills & MS Office Suite

• Demonstrated professional oral and written communications skills.

• Fluent in English.

• Self-motivated, work well with minimal or no direct supervision.

• Ability to effectively handle both favorable and unfavorable customer interactions.

• Demonstrated ability to identify problems and situations, take appropriate action, implement solutions or escalate as required.

• Ability to work effectively in a team environment and collaboratively with other departments.

• Maintain a high level of performance under the pressure of time constraints and a fast-paced changing environment.

• Demonstrated ability in planning and organizing to meet scheduled deadlines.

• Commit to continuous learning. Demonstrate the ability to learn and apply learned skills to related situations and complete and pass all related exams.

• Reliability and regular attendance is essential

• Must be able to work in a measured and monitored environment

• Ability to work efficiently in an environment with limited ability to move about

• Must meet applicable testing requirements