Job Description

Responsibilities

• Tier 2 support for customer and system incidents and requests.
• Assuming ownership for the coordination, investigation and documentation of customer and system tier 2 incidents.
• Assisting in the diagnosis of problems and incidents and helping in resolving them or escalate to relevant parties where appropriate.
• Assisting in interpreting problems or errors at a basic level and helping in the assessment of risks of events and escalating appropriately to protect client services.
• Helping ensure proper documentation for all problems, incidents, requests and built Knowledge base.
• Helping follow up on incidents to ensure customer satisfaction.
• Helping monitor issues until they are closed.
• Demonstrating a good understanding of the customer's business needs and applying them to the management of system events & incidents.
• Working with other teams (e.g. technical team, service desk) to ensure the coordinated management of incidents
• Sharing information required for the team to be successful.
• Seeking opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback.
• Improve operational processes to enable operations staff to operate effectively.
• Responsible for resolving escalated incidents from tier 1.5

• Must possess Diploma / Degree in IP networking or telecommunications/mobile communication or equivalent
• Strong knowledge of telecommunications technologies, including 4G, 5G, LTE and VoLTE. Knowledge of value-added services such as mobile charging solutions including the postpaid and prepaid, short-messaging service, or mobile commerce applications is an advantage.
• IoT related experience and knowledge of network of connected devices and the technology that facilitates communication between devices and the cloud, as well as between the devices themselves.
• Strong technical knowledge of IoT, computer networking, including knowledge of hardware, protocols, and internet standards.
• Desire to work in an information systems environment
• Good oral and written communication skills
• Must be customer focus
• Ability to work creatively and analytically in a problem-solving environment to improve customer service.
• Ability to work as a team member and on varied shift types (24 X 7)