WorldLink Communications is seeking a qualified Enterprise Support Representative to handle advanced technical escalations, guarantee SLA compliance, and provide dedicated support for corporate clients. In this role, you will be responsible for resolving complex networking issues, supporting field operations, and working alongside cross-functional engineering teams to ensure optimal service performance.
Key Duties and Responsibilities:
- Escalation & SLA Management: Resolve technical tickets escalated from L1 support, prioritize tasks to adhere to strict SLA commitments, and track open issues until complete resolution.
- Platinum Client Support: Deliver high-priority, proactive assistance and perform in-depth troubleshooting for enterprise-tier accounts.
- Network Troubleshooting: Diagnose end-to-end connectivity issues across client setups (switches, routers, last-mile links) and internal infrastructure (backbone and access layers), addressing packet loss, routing errors, latency, and VLAN configurations.
- Link Verification & Testing: Conduct configuration checks, link terminations, parameter documentation, and full end-to-end testing during activations or migrations.
- Field Engineer Assistance: Guide onsite field technicians remotely to isolate and fix hardware or configuration faults.
- Cross-Departmental Escalation: Partner with internal Network, Server, and Software Development teams for backbone, authentication, or application-level issue tracking.