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Dutch Level 1 Network Support Associate

Job Description

Dutch Level 1 Network Support Associate


Our client provides a dynamic and challenging work environment supporting a successful IT solutions provider business product line via multiple communication methods all in a professional and timely manner. A Technical Support Expert must have the efficiency to interface with international business customers, provide remote technical support on implementation of technology using various networking products & applications and resolve product related issues.

The candidate must be technical oriented person with some experience in networking and network devices. They should be able to troubleshoot the company consumer networking equipment such as DSL routers/gateways, wireless routers and access points, network adapters, multimedia networking products, VoIP products, print servers, network storage (NAS). The person will be providing 1st tier technical support for our Consumer (RBU) and Service Provider (SPBU) class products.

Duties & Responsibilities

Handling customer calls, chats and emails following the process defined from beginning to close of case.
Taking ownership to resolve the customer issue and if not resolved escalate/RMA or leave the case open with customer action pending as per process.
Ensure complete customer satisfaction during support to achieve high customer satisfaction scores.
Adhere to escalation procedure in case of any escalations
Consulting supervisor for any RMA approval
Keeping track of all updates from KE team
100% case documentation of all calls in the case tracker
Adherence to the weekly schedule
Ensuring minimum effective login are met
Following the support process guidelines as laid down by the client (Cause Code, Escalation Procedure, ISP/Country specific support procedure, etc)
Putting efforts in the direction of achieving performance parameters (AHT, FCR, CSAT, NPS, CES etc.)

Skills & Qualifications

Proficiency in English and second language
Sound fundamentals knowledge of Networking and Hardware concepts
Strong understanding of OSI Model, TCP/IP protocol suite (IP, ARP, ICMP, TCP, UDP, SNMP, FTP, TFTP).
IP addressing and sub netting, Routing concepts
Working knowledge with routing protocols
Knowledge of Domain and workgroup
Bridging and switching concepts, LAN technologies such as Ethernet-CSMA/CD.
IP addressing and sub netting, Routing concepts
Working knowledge of wireless protocols
Understanding of RF theory
The ideal candidate will be an Engineering or Science Graduate, who is a self-starter, with excellent interpersonal, communication, documentation, problem solving and trouble-shooting skills. Firm grasp of DNS, TCP/IP and other networking concepts.
1-year experience in technical support
Quality focus, result & goal orientation in a group situation and commitment to customer delight are a must
Willingness to work
Working knowledge of Windows Operating System
Candidate must have aptitude of logical troubleshooting


Ref: 893


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