Job Location: Luqa
Key Accountabilities / Key Activities:
- Provide technical support to our clients, including Corporate, in a 24 / 7 rotation scheme, to ensure high availability and attainment of service levels.
- Troubleshooting issues mainly related to Network Connectivity and Fixed Line services.
- Liaise with other sections within the Technology Department in order to carry out the support function.
- Monitor client services and maintain a close contact with the Network Operation Centre to ensure a proactive approach.
- Responsible for communication with our Corporate Clients. This is a day-to-day task that includes written and spoken correspondence related to troubleshooting, sending out maintenance notifications and compiling Reason for Outage reports in collaboration with the technical teams.
- Liaise with Customer Care personnel to ensure timely and effective resolution of customers’ queries.
- Record events and problems and their resolution in logs.
- Follow-up and escalate unresolved queries.
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- Identify and suggest possible improvements on procedures.
- Undergo staff training as required by the company.
- Maintain procedures and documentation.
- Any additional responsibilities that the Company team might deem necessary for this role.
Technical / Professional Expertise:
- Knowledge in Networking and Telecommunications Systems would be considered an asset.
- Familiar with various Network and IT monitoring tools which can help to carry out the support function.
- Familiar with various ticketing tools such as Jira, Remedy and Siebel.
- Good knowledge of Microsoft Office software suite.
- Must have strong analytical and problem – solving ability.
- Strong organizational and excellent interpersonal skills.
- Excellent communication skills both verbally and in written form, preferably in Maltese and English.
- Must be a team player and ready to work under pressure without supervision.
- Be willing to undergo necessary training.
- Preference will be given to applicants holding an academic or professional qualification related to ICT or Telecoms: such as but not limited to:
- Diploma or Advanced Diploma in an ICT / Telecoms / Networking related field
- CCNA
- LPIC – 1
- ITIL