L1 Network Security & Uc Technical Support Engineer

**About the role**:**Job Purpose**:- To provide support throughout the case excellence process to IT Services Customers, including processing of customers calls/inquiries, case opening, qualification and management, troubleshooting and resolution.- To be responsible for the management of both proactive and reactive cases ensuring a professional and consistent delivery of quality services to our customers.**Key Tasks and Responsibilities**:- To provide a professional first point of contact for the customer- To accurately log all incidents/inquiries in a timely and effective manner- Diagnose fault-related cases both proactive and reactive by effectively utilising software diagnostics and other network/products utility program wherever possible- Provide continual updates to the customer and use internal escalation process when necessary in order to meet contractual and performance objectives- To coordinate with all the necessary internal departments or vendors to achieve fault resolution within SLA definitions.- To resolve by himself/herself most of the incidents on all IT Services supported by the team- Document all troubleshooting and case management actions via the ticketing systems**About you**:**Skills and Qualifications**:- Basic knowledge in computer networks (CCNA is a plus)- English fluency (French is a plus)- Strong interpersonal and communication skills- Strong customer handling skills.- Ability to adapt to changes and acquire new skillsets to meet business demands- Preferred to have knowledge in any of the following technologies: firewalls, proxies, load balancers, Intrusion prevention & detection system, active directory, skype for business, Microsoft exchange.**Additional information**:**Educational background**:- B.Sc. Engineering, Telecommunications or Computer Science**Professional Experience**:- 0-2 years of experience in the IT field.**Department**:Customer Services & Operations**Contract**:Regular