Tier 1 Support Engineer

collaborate and to push for solutions that will delight our customers.Duties & Responsibilities:Purpose of Role:This is a customer-facing role aimed at performing customer support activities for AIOps system. The primary function is for system product Tier 1 support. The main responsibility is to enhance the customer's experience by quick and effective response to our customers' issues or questions with the AIOps system.Responsibilities:The Tier 1 Support Engineer will be required to be able to respond to customer support requests within contracted support times of 8x5 or 24x7. This will include participating in an after-hours standby rotation to cover customer support requests 24x7. Tier 1 support engineers will also be required to open support cases in the ticket logging system, update the support cases with progress on a regular basis and talk through the solution with the customer. Lead Operational Reviews as contracted.* The Tier 1 Support Engineer will have excellent communication skills to work with customers and provide answers to technical questions, diagnose system problems and manage escalations.* Tier 1 support engineers will also be required to accurately document the customer issue and steps to resolution and act as a customer advocate until the issue is resolved.* The Tier 1 support engineer must be able to multi-task as some cases may be defects or may remain open for extended periods of time.Key Measures:* Customer satisfaction (internal and external).* Attain and continuously improve customer satisfaction and Net promoter survey results.* Work closely with engineering to attain TL9000 and BMS metrics.* Attain customer service contracts, SLAs.* Organizational and process effectiveness.Pre-Requisites / Skills / Experience Requirements:* Fluency in Spanish and English.* Experience in Linux.* Experience in Docker and Kubernetes.* Experience in databases.* Experience with Cloud platforms (AWS / GCP / Azure).* Scripting

knowledge (Shell, Perl, Python...).* Technical Bachelor's degree (Eng / IT).Preferred Qualifications/Skills/Experience:* Experience of telecom environment.Personal skills/attributes:* Process discipline.* Organized communication.#LI-Hybrid J-18808-Ljbffr