Senior Technical Support Engineer

Key responsibilities: Customer Satisfaction Proactively communicate any service related issues with partner clients Ensure proactive service monitoring of all client services and identify upsell or cross sell opportunities to improve client experience Resolve service problems by clarifying the customer’s complaint, determining the cause, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution Manage, escalate, and drive satisfactory resolution of customers’ technical support, service, and infrastructure issues related to Internet Solutions services and technology Identify, assess, and communicate clients’ needs to enhance satisfaction levels Ensure 95% resolution of all customer issues for all SRs, with acknowledgment within 15 minutes Ensure 90% of all incidents reported by customers are resolved within 3 hours and proactively managed Client Experience & Retention Provide day to day reports, identify risks for allocated clients, and assist other departments in resolving customer issues to support retention Recommend potential services by collecting customer information and analyzing customer needs Identify sales opportunities and upsell or cross sell IS products by proactively scoping technical solutions that address customer requirements and optimize value Work closely with retention teams (Solution Architects, Client Success Managers, Project Managers) to enhance client experience across all touchpoints Build and maintain strong relationships and trust with new and existing accounts Apply strong business acumen supported by advanced industry and technical knowledge to derive maximum value Service Improvement Prepare, recommend, and implement service improvement initiatives for the client portfolio Enhance client retention through quarterly Strategic Client Meetings for assigned accounts Identify, evaluate, and recommend improvement options, implementing them when required Document minutes of client meetings, outline resolution plans, and provide feedback to clients Attend all internal partner service review meetings Improve client solutions, document client setups, and deliver quality reporting Organize technical discussion meetings to share technology trends and explore ways to optimize and improve services QUALIFICATIONS, SKILLS AND EXPERIENCE Degree in Information Technology, Information Systems, Computer Sciences, Telecommunication, or a related discipline Advanced certification in Cisco, Microsoft Applications, Security, and Voice Solutions Practical experience with large enterprise solutions such as SD‑WAN, MPLS, Network Security, Cisco, VC, and VOIP 3–4 years of experience in the IT industry, specifically in network infrastructure support and maintenance Customer service skills and training with strong oral and written communication abilities Excellent organizational skills To thrive in this role, you need to have: Self‑driven and result‑oriented Strong customer support and client‑relationship skills Effective verbal and written communication skills Strong focus on building internal and external relationships Willingness to learn new things and share knowledge Team player Confident and decisive Strong problem‑solving and analytical skills