Technical Professional

A seasoned technical professional is required to provide remote support to clients by identifying and resolving technical incidents and problems.

The ideal candidate will restore service to clients by driving incidents to an effective resolution and ensuring all requests, process events, and resolution incidents result in zero missed service level agreement (SLA) conditions.

This role involves maintaining the support process and ensuring that requests for support are handled according to procedures. The successful candidate will identify and resolve problems following agreed procedures, carry out agreed maintenance tasks, and ensure usage of knowledge articles in incident diagnosis and resolution.

• Maintain a well-organized support process to handle client requests efficiently.
• Diagnose and resolve technical issues promptly and effectively.
• Perform regular maintenance tasks to ensure smooth service delivery.
• Utilize knowledge articles to facilitate incident diagnosis and resolution.
• Monitor service delivery against SLAs and maintain records of relevant information.
• Regularly analyze service records to identify areas for improvement and implement necessary actions.
• Prioritize and diagnose incidents according to established procedures.
• Investigate causes of incidents and seek effective resolutions.
• Escalate unresolved incidents and follow up until resolution is achieved.
• Provide excellent customer service by documenting and closing resolved incidents.
• Maintain accurate and up-to-date configuration on configuration items (CIs).
• Implement tools and techniques to track, log, and correct information related to CIs, ensuring asset protection and security.
• Remotely investigate and identify root causes of incidents, assisting with implementation of agreed remedies and preventative measures.
• Stay updated on specific specialisms and provide expert advice regarding their application.
• Ensure efficient and comprehensive resolution of incidents, including coordination with other team members as needed.
• Provide continuous feedback to clients and affected parties, updating systems, portals, and ticketing tools accordingly.
• Collaborate with stakeholders, including client IT environments, vendors, carriers, and colleagues, to expedite error diagnosis and problem resolution.
• Create knowledge articles for incident diagnosis and resolution, assisting with updates as required.
• Enhance skills and knowledge on latest products and technologies, completing required certifications.

• Working knowledge of technical documentation.
• Understanding of management agent concepts, redundancy concepts, and remote console architecture within supported technical domains.
• Familiarity with vendor technologies, such as Cisco, Juniper, Aruba, RiverBed, etc.
• Customer-centric approach and proactive thinking.
• Problem-solving skills with a high level of drive and self-organization.
• Attention to detail and analytical/logical thinking.
• Excellent spoken and written communication skills.
• Ability to work collaboratively with colleagues and stakeholders.

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Professional-level certification in different networking technologies, such as Cisco, Juniper, Aruba, F5, CCNP, JNCIS, ACMP, etc.
• Cisco Dev Net certification.

• Proven experience in Networking technologies, including routing, switching, Wireless, SDI distribution, core, and access layers.
• Seasoned experience in providing technical support to clients.
• Effective diagnosis and troubleshooting skills.
• Remote support experience in Networking technologies.
• Relevant technology experience.

About Us:

We are a global innovator of business and technology services, serving 75% of the Fortune Global 100. We help clients innovate, optimize, and transform for long-term success.

We invest in R&D to move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in over 50 countries and a robust partner ecosystem.

Our services include business and technology consulting, data and artificial intelligence, industry solutions, applications, infrastructure, and connectivity development, implementation, and management.

We are a proud Equal Opportunity Employer with a global culture that embraces diversity. Join our growing global team and accelerate your career with us.