L2 VSAT Support Engineer/Technician – Detecon Al Saudia Company Limited – Saudi Arabia
• Supporting Service Desk to resolve problems or answer to inquiries within accepted time frames.
• Providing direct technical support to customer related to the VSAT Services.
• Providing immediate customer assistance for urgent and emergency fixes as defined in the service operations manual.
• Research and troubleshoot technical issues reported by the service desk
• Creates a temporary work around for immediate customer issues where applicable.
• Monitoring VSAT terminals and infrastructure through the network monitoring system.
• Documents technical issues using ITIL tools provided by the system.
• Follows customer issues through to completion to ensure resolution and customer satisfaction have been achieved.
• Contribute to Technical Support Knowledgebase.
• Escalates to L3 Support as needed. Working with L3 to understand how issues are resolved.
||Riyadh, Saudi Arabia