SELLBYTEL Group SpainCustomer Service Senior Technical Support Specialist
Dec. 2016 - Oct. 2017Barcellona, Spagna- Provides an advanced level of troubleshooting support in response to complex problems, questions and inquiries that have been escalated by junior staff.
- Coaches and mentors staff.
- Coordinates projects partnering with users to deliver optimum service in regard to installation and maintenance of workplace endpoint technology. Tests, implements, and evaluates systems and service results.
- prepare the learning environment and resources, including setting up IT equipment where appropriate;
- deliver training programmes
- support and coach learners using learning technologies to deliver skills;
- evaluate the effectiveness of training programmes and learning outcomes;
- liaise with partners (e.g. external course providers, employers, examining bodies) to fulfil the skills needs of an organisation;
- develop peer networks to keep abreast of current thinking;
- maintain appropriate records of learner development and resource allocation.
- Networking and related technologies/protocols/services (TCP/IP, routing, DNS, HTTP/S, SS)
- Incident management - solution/troubleshooting of technical incidents in production environment
- Problem management - analysis of repeating incidents, preparation of root cause analysis, installation, configuration