Support Engineer

Job Description

Title: Support Engineer

Company Name: Race Online Limited

Vacancy: 10

Job Location: Dhaka

Employment Status: Full-time

Educational Requirements:
∎ M.Sc. or B.Sc. in CSE/EEE/ECE/ETE or relevant degree;

Job Responsibilities:
∎ Attending call for complaint troubleshooting;
∎ Attending call for non-technical -other services;
∎ Follow up any escalated issue;
∎ Customers' issue on ticketing system;
∎ Ensure highest level of FCR;
∎ Proactive complaint monitoring & survey outbound call;
∎ Escalated complaint/ticket troubleshooting;
∎ New installation IP assign, OLT/ONU configuration, link up;
∎ Remote support for troubleshooting to reduce field support;
∎ External troubleshooting for customer with CORE/NOC/R&D team;
∎ Assistance to field support team for 2nd level support;
∎ Network up gradation work [Technology shifting];
∎ SLA maintenance;
∎ Reporting and network monitoring on ADHOC troubleshooting;
∎ Ensure timely service delivery;
∎ Troubleshooting on FTTx network;
∎ Troubleshoot visit;
∎ Pre-sales survey visit;
∎ Device replacement and movement in between customer's location with advance level team assistance;
∎ SLA maintenance;

Additional Requirements:
∎ 6 months or above;
∎ Should be experience on following areas (s) : Technical support & ISP relevant fields, FTTx network hand on experience;
∎ Able to work in a stressful environment maintaining calm
∎ Interpersonal Skills
∎ Communication Skills both in English and Bengali - Verbal and Written (Note: Formal Bengali language is mandatory)
∎ Listening Skills;
∎ Problem Analysis and Problem-Solving;
∎ Attention to Detail and Accuracy;
∎ Customer Service Orientation;

Salary:
∎ Attractive salary will be offered to deserving candidate along with other benefits as per policy.

Job Source: Bdjobs.com Online Job Posting.

Application Deadline: 16 Sep 2021

Company Information:
∎ 7 Sep 2021
∎ Race Online Limited

Category: IT/Telecommunication

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