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Infield ACSE Alcatel Data Networking
Job Ref
272216
Job Type
Permanent
Employer Type
Recruitment Agency
Date Added
21 Feb 2017
Expiry Date 21 Mar 2017
Expiry Date 21 Mar 2017
* There have been 5 applications to this job.
* This job has been viewed 849 times.
Employer:
IT Empowerment Consulting
Location:
Gauteng
Salary:
Market related
Benefits:
Role details:
Perform activities required to Support, Alcatel Enterprise DATA solutions in an infield technical environment. Ensuring up-time and availability by providing a professional service at all times to the Customer within SLA.
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Formal Qualifications RequiredMatric
A+,N+ certification
Alcatel ACSE
Job Related Experience Required
Experience in Configuration and maintenance of PBX - Alcatel Enterprise advanced converged communication & VoIP / IP Telephony systems would be highly beneficial
Alcatel ACSE
Other SIP / VOIP Certification
Main Responsibilities / Tasks
To provide professional infield support on Alcatel solutions, and the associated services.
Ensure all calls are carried out timeously and effectively and to the satisfaction of the customer.
Ensure that requests for assistance received via the Alcatel Service Desk are attended to accurately and efficiently.
Diagnose customer requirements to provide effective support to customers.
Where required, to provide customers with updates or feedback on calls that is logged on the call logging system.
Management of customer expectation and perception.
Coordinate service request resolution and ensure customer satisfaction through timely resolution of issues and ongoing communication.
Assist Alcatel team to meet identified SLA’s.
Interface and interact with customers
Escalations to Divisional management
Manage call assignment and clearing
Manage service requests
Assist Engineers telephonically infield
Actively support team on common goals, and participate in high team performance.
Provide 24x7 technology platform and customer support on a rotating basis.
Building good relationships with customers
Initiate any actions necessary to improve or maintain levels of service
Continuous broadening of own technical skills and problem solving
Engaging in formal and informal knowledge transfer
Time management in accordance with Customer service requests and SLA
Ensure that Alcatel Solutions are monitored and proactively managed to required service levels and administered for the customer.
Management of customer expectation and perception.
Initiate any actions necessary to improve or maintain levels of service
Provide recommendation to the customer to improve system delivery as well as proactively manage services to ensure failure is pre-empted and resolved before critical.
To perform all levels of support for day to day operations
Be able to diagnose hardware and software related issues on Alcatel equipment