Managed Services Support Analyst providing IT support to customers globally. Troubleshooting technical issues and ensuring high customer satisfaction through effective communication.
About the role
- Technical Support Associate assisting global customers in maintaining network performance. Involves troubleshooting complex issues and collaborating with various teams to resolve problems.
Responsibilities
- Deliver expert technical support for global customers by diagnosing and resolving complex product and system issues
- Manage case escalations with clarity and professionalism while maintaining strong customer relationships
- Collaborate with engineering, product development, and sales teams to drive resolution and identify improvement opportunities
- Apply advanced troubleshooting methods to determine root causes in networking and Linux environments
- Document case activity, including problem details, steps taken, and final solutions, in the case management system
- Present technical information clearly to internal and external audiences
- Support knowledge sharing, innovation, and continuous improvement within the support organization
Requirements
- 0–2+ years of experience in technical support or a similar customer‑facing technical role
- Strong understanding of Optical/DWDM/OTN/SONET/SDH technologies and TCP/IP networking
- Proficiency with Linux, including command‑line troubleshooting
- Demonstrated problem‑solving and analytical skills
- Excellent oral communication and presentation capabilities
- Ability to manage time effectively in high‑pressure environments
- Commitment to delivering an outstanding customer experience
Benefits
- Flexible work environment
- Individual growth opportunities
- Well-being and belonging
- Meaningful social impact
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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