Technical Support Engineer

Grade: L1

Location: Karachi

Last date to apply: 23rd April, 2024

What is Technical Support Engineer?

TSE will be responsible for to check all the inbound/outbound queries/tickets, collect corporate customers complaints/issues, diagnosed it and forward to concern team.

We are looking for someone has prior experience in a customer services role and is technically savvy with solid convincing skills for providing technical support to corporate customers.

The role reports directly to the Team Lead of CS department with an extended team of 15 team members

What does Technical Support Engineer do?

Key responsibilities

• Taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting and identifying solutions to resolve network issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams/ vendors.
• Coordination with all stakeholders including vendor to resolved customer issues.

Key Deliverables

• Ability to build strong relationships with all Teams: Field teams, NOC, Vendor, SD teams
• Hands on experience over network communications equipment including , routers, switches, firewalls etc.
• Understanding of IP networking, traffic engineering, routing protocols and IP network QoS techniques
• Provide Level-1/2 support, troubleshooting to resolve customer issues.
• Develop a thorough understanding of Dynamic protocols OSPF, BGP/MPLS
• L2/L3VPNs, ExVLANS, Firewalls (SRX/FG)and IPSEC.

Jazz is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.

Requirements

• Must have Bachelor of engineering in computer science or equivalent
• Minimum 2 to 3 years technical support experience
• Must have Customer Handling experience
• Strong follow-up
• Technical troubleshooting Expertise
• CCNA Basic Knowledge
• Hands on with basic computer know how and internet
• Entry level in Computer and Data Networks
• Should have strong communication skills (written/verbal)
• ISP experience is a plus point

Benefits

Why Join Jazz?

As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.

Our core values include qualities essential for a positive organizational culture - truthfully guiding entrepreneurial and innovative mindsets, harnessing professional and interpersonal collaboration, and fostering across-the-board customer-obsession.

As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 70 million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.