Service Desk Engineer Speedcast – Lima , Lima

The Service Desk Engineer performs as the first line of defense to take appropriate action toward resolving network problems as they appear. Detects, analyzes, and resolves network switching and transmission system problems while minimizing impact on customer service. Differentiates between primary and secondary network failures. Based on the severity or type of event, determines what additional resources are required. Issues service interruption reports to requisite management, customer contacts.

  Identifies problems and issues in straightforward situations. Resolves most issues.

  Monitors and operates computers to process scientific, engineering, satellite or other data according to operating instructions.

  Observes equipment and control panels for operator messages or error indicators.

  Sets up and runs diagnostic tests and reacts appropriately to the messages and reports errors or malfunctions as required.

  Provides direction and guidance to Customers and technicians during the trouble-shooting process, including but not limited to, remote site equipment problems and issues, networking and routing, testing, and verification of satellite, microwave and RF communication systems.

·         Monitor, review and respond as appropriate to incoming CSC emails.

·         Provide telephone support to inbound voice calls.

·         Create, update and resolve Incidents/Service Requests or Change tickets as appropriate.

·         Utilize monitoring tools to provide initial service status report to 2nd line Engineers.

·         Follow all company safety policies and procedures.

·         Respond to change productively and handle other duties as required

·         Ensure all activities are conducted in accordance with company HSE policies and procedures.

·         Champion C.A.S.T value’s underpinning behaviors in all interactions.

Qualifications:

·         Minimum 3-4 years’ experience in a similar role.

·         English Fluency

·         Strong problem-solving skills and ability to handle large volume of data.

·         Ability to communicate professionally with internal and external customers.

·         High attention to detail.

·         Ability to handle situations in a professional business manner.

·         Excellent written and verbal communication skills.

·         Strong time management and organizational skills.

·         English Fluency

·         Computer, technology, Telecommunication, Electronic related degree

·         Professional IT certifications such as: CCENT, CCNA, Network+, ITIL (will be an asset)

·         Knowledge of scripting languages (will be an asset)

·         Excellent verbal and written communication skills in Spanish and English

·         Shows Initiative and a team player

·         Customer focused mindset

·         Hands-on problem solver

·         Ability and willingness to learn both on the job and a classroom environment