The Network Engineer provides functional and / or technical support for resolution of customer problems, incidents, issues, requests and queries.
They liaise with other support teams, or product teams as required to resolve issues in a timely manner.
Receives and logs customer circuit issue and ensures proper documentation
Performs customer problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution
Performs incident notification and escalation to ensure issues are communicated effectively and receive proper management attention
Develops and maintains knowledge of customer and customer specific business environment
Develops and maintains an understanding of customer Service Level Agreements and department’s key performance requirements
Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-
the-job training and classroom training