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SUMMARY
Provide 1st level support to customers and technicians resolving 25% or more of the reported problems in the 1st call as determined. Manage all calls and reports according to SOP’s to comply with Service Level Agreement (repair time and follow up).
Requisitos - Requirements
EDUCATION and/or EXPERIENCE Associate’s degree and two years of equivalent experience in related field and/or training or equivalent combination of education and experience.
KNOWLEDGE, SKILLS & ABILITIES
• Understand and visualize the legacy and modern principles of telecommunications communications, including POTS, PBX , T - 1 VoIP, and all transport used in telephone networks
• Experience in networking and telephony services.
• Experience or training of TCP/IP/UDP. Complete understanding of TCP/IP suite such as Upper Layer Apps and Services, Transport Layer, Network Layer, Data Link Layer and Physical Layer.
• Knowledge in troubleshooting internet routing protocols (OSPF, BGP, etc).
• Knowledge in testing DS1 & DS3 circuits.
• Experience in troubleshooting and diagnosing service interruptions in all types of transmission transport used in telecommunication industry.
• Must be self-motivated to follow-up with customers to ensure 100% satisfaction with all work completed.
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