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IP Network expertise - CCNA level and above (CCNP - desirable)
Work Location: Sofia, Bulgaria
Customer focused, analytical thinker who can quickly assess and identify customer needs
Excellent knowledge of the Internet, Internet technologies that include: PCs, TCP/IP, E-mail, Dial-up and DSL
Fluent English is a must
Proficient in a PC/Windows environment
Able to resolve problems quickly, accurately and through to resolution / closure
Excellent communication skills
Strong sense of responsibility
Team player in multi-cultural team
Being a first and single point of contact (Level 1) for the International Interoute customer base (small and medium enterprises) in case of network-related incidents
Receive, log & handle incoming calls, emails, portal requests and instant chat requests within SLA/KPI targets
Provide a First Time Fix (FTF) of between 80-85% in cases handled
Follow appropriate technical troubleshooting guidelines and techniques to diagnose and resolve issues
Support and collaborate with Interoute’s 2nd level technical team
Understand, support and manage to Interoute’s key SLA’s
Work on 8-hours shifts, 5 days a week, during the hours between 8 am and 10 pm; 2-3 times per month there is also night shift from 10 pm
Interoute is an international ICT provider and the owner operator of an award winning global cloud services platform. Interoute provides Connectivity, Communications and Computing services to international enterprises, service providers, mobile operators, and global internet businesses. The Interoute team supports customers from our offices across the world. Whether it's hosting ecommerce websites, managing critical customer applications in our 12 data centres, or connecting business across our 70,000 kilometres fibre network we have it covered. So if you are looking for a new challenge, come and join the team that helps support today’s digital economy.
Our latest awards:
Recognized as a leader in the Gartner Magic Quadrant Cloud Enabled Managed Hosting, Europe 2015
Awarded managed Services Solution of the Year at 2015 European IT and Software Excellence Awards
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