Tire 2 Network Engineer – Vinakom

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Managing all daily operational activity, such as but not limited to:

• Complete and periodically maintain proper departmental documentation.
• Apply strong triage methodologies for proper and timely creation, handing, resolution, management, communication, and closure throughout a Tier 2 trouble ticket life cycle.
• Maintain actual and forecasted personnel work demand calculators, with augments and training completed before resource exhaustion.
• Improve existing tools and data.
• Act as the primary escalation point of contact for issues raised beyond technician and supervisor levels and own a timely path to resolution and communication related to the escalation.
• Implement and maintain a robust root cause data gathering method for all tickets and escalations, and seek to eliminate/reduce go-forward similar tickets and escalations through inter-departmental process/data improvement initiatives, customer/agent education, personnel training, documentation improvements.
• Engaged in the On-Call rotation.

Job Details

Preferred Candidate

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