Technical Support Analyst

ITEL is looking for a technical support analyst to provide a frontline aid to customers by solving data and voice service issues. Reporting to the director of network operations, you will play an important role in the service level agreements (SLAs), departmental key display indicators (KPI), and provide extraordinary customer service. This role requires strong technical expertise, problem-solving skills, and the ability to flourish in a sharp-transport environment.

Key Responsibilities:

• Reply to inbound support calls, collect information, troubleshoot, and solve customer issues by providing top-quality service.
• Monitor inbound ticket queues, triage tickets, and prioritize the service type and SLA.
• Manage the VoIP system and the Linux system using troubleshooting and CLI.
• Cooperate with the final food carrier to solve upstream service issues.
• Maintain and update internal documentation and contribute to improvement in processes.
• Stay updated on team procedures and provide input for growth.
• Work with the team to meet SLAS and other customer service goals.
• Increase issues according to defined procedures if necessary.
• Provide guidance, mentorship, and training to team members.
• Create a professional relationship with customers, partners, and team members.
• Track problems, maintain reporting/matrix, and analyze to support the improvement.
• Stay current with industry technologies and research innovative solutions.
• Other related duties have been assigned.

Capacity:

Secondary degree in the respective field with at least 2 years of relevant experience (or equivalent education and skills) in computer science, engineering, physics, or related fields.