L1 Support Engineer

Summary

Join Aeris as a Level 1 Support Engineer to provide technical assistance across technology, networks, and systems, with a focus on supporting Japanese customers and partners.

Requirements

• Finished school – Graduated from telecom university is a plus
• Availability to work in 24/7 shifts or on Japan time zone
• Good knowledge of Linux and SQL databases
• Good knowledge of IP communication - CCNA or similar certification is a plus
• Proficiency in English (written and spoken)
• Knowledge of mobile telecom networks is a plus
• Knowledge of scripting (Python, BASH) is a plus
• Ability to react quickly, also very good communication and collaboration skills
• Perseverance, interest in documenting and problem solving, practical spirit, advising, helping and developing others, tact, understanding, ambition, self-confidence
• Analytical technical thinking

Responsibilities

• Coordinate, support and execute proactive and reactive maintenance activities to ensure that high quality services within agreed SLAs
• Be the single point of contact for our customers technical issues and provide translation between customer and other technical teams
• Receive, acknowledge and work on trouble tickets raised by our customers and partners
• Create, monitor and follow-up escalation tickets to second level teams when necessary
• Monitor and react to events generated by the nodes, applications and systems
• Create and deliver reports and dashboards of KPIs