lechi isaev

* Ensuring a high quality level of operational Customer Support in line with guidelines * Improving individual and team performance by continuously monitoring the operational process, initiating procedure improvements and management reporting * Monitoring of ticket queue assuring all tickets are handled according to set guidelines * Working together with Incident Management Complex engineers on chronic or repeated incidents (Problem Management) * Effectively handling and resolving Customer (2nd level) escalations and non-standard requests (both procedural and technical) to ensure Customer satisfaction

* Communicating with customers concerning incoming incidents and register these findings * Resolving technical issues involving clients’ network connections by analyzing the incident and pro-actively coordinating the repair process with providers globally * Monitoring customer networks and network nodes * Managing the customer relation by means of proactive communication throughout the entire resolution process so that the client experiences the problem as fully and adequately resolved by Expereo * Administrating the process of technical support accurately and sharing findings with colleagues * Participating in project teams as necessary to support the business.

Installing, configuring, and supporting local area network (LAN), wide area network (WAN), and Internet and segment of a network system. Maintaining network hardware and software. Monitoring network to ensure network availability to all system users and performing necessary maintenance to support network availalability. Resolving problems reported by users. Defining network policies and procedures. Specifyng system requirements and design solutions. Planing, coordinating, and implementing network security measures in order to protect data, software, and hardware. Confering with users about how to solve existing system problems.

* Managing and responing to incoming site availability requests from sales * Managing relationships with service providers in Europe, including negotiating incoming orders * Updating the Expereo back office system regarding service and cost information * Registering and archiving all correspondence with suppliers related to the service requests * Negotiating buying price and T&C, ensuring good margins and conditions for Expereo * Participating in project teams and conducting various general administrative tasks.

The Faculty of Foreign Languages