Job Description

KEY RESPONSIBILITIES

• Responsible for the first level of troubleshooting for customers reporting an incident
• Responsible to ensure that agreed customer SLAs are met.
• Take part in on call/shift coverage
• Rapidly respond to the customer and take charge of the issues and maintain constant communication with the customer until issue is resolved.
• Escalate calls when necessary according to routines.
• Report promptly every call in the company CRM
• Prepare and send a final report to customer / region
• Ensure a proper follow-up if additional actions are required by the regions (monitoring, enquiry, log analysis, etc.)
• Contribute to high security focus in the department

• Co-ordinate with other internal departments.
• Participate in projects when required.
• Follow internal routines and contribute to their improvement if necessary.

ESSENTIAL SKILLS:

• Must have fluent communication skills in English.
• Customer-driven in his/her attitude and demonstrates good interpersonal skills, over the phone or when writing e-mails
• Handle most situations independently, but recognize the right moment to call in other resources to maintain adequate levels of quality and efficiency
• DTV (Broadcast standards, Conditional Access, OTT, IPTV)
• Operating Systems including professional versions of Microsoft Windows, IBM AIX and Red Hat Linux Enterprise.
• Complex server solution (RAID, Clustering, SAN, etc).
• Computer networking (firewall, switch, router, protocols, routing, TCP/IP packet analysis, etc)
• Database knowledge including Oracle, Sybase and Microsoft SQL Server, as well as PL / SQL query language.
• Professional experience in building scripts (UNIX & LINUX shell, python, PERL, XML)
• Knowledge of web and http protocol (http, Apache & NGNIX web servers)
• Knowledge of cloud computing, AWS is an asset
• Knowledge on virtualization (VMware ESX & Workstation, IBM VIO) is an asset
• Work efficiently under pressure

KEY COMPETENCIES:

• Flexibility in working hours, including weekends and night shifts or On Call.
• Attention to details
• Strong interpersonal and communication skills.
• Must have exposure to global customers
• Excellent analytical and troubleshooting skills with logical thinking.
• Ability to operate with multiple tasks, priorities, and deadlines.
• Flexibility to adapt to a continually changing and fast pace business environment.
• Ability to work independently as well as part of a team.
• Maintain an attitude of continual process and personal improvement