Customer Support Specialist

1 month ago

Auckland City, New Zealand The Network for Learning (N4L) Full time

About Us 
Network for Learning (N4L) is a Crown-owned technology company that provides faster, safer internet for Aotearoa New Zealand’s schools and kura. 
But we’re so much more than that.  
We’re building tomorrow, together 
We believe in an inclusive approach that fosters collaboration with partners, customers, and each other for mutual success.
About the Role 
Are you passionate about providing top-notch customer service and resolving technical issues?
Join our dynamic Customer Operations Team as the first point of contact, providing information, answering questions, troubleshooting and resolving problems for our customers.
On a typical day you would log into the phone queue and over the course of the day take between 10 - 15 calls.  In between calls you will address any backlog or work on issues that require further action.  One day per week, you will switch to managing the email queue, working through 30-40 emails to resolve client requests. 
Typical issues you would be dealing with would include:


Applying firewall changes and applying policies


Filtering changes


Supporting/troubleshooting Local Area Network including switching or managing access points


Actioning failed equipment returns


Dealing with general queries


So what are we looking for:


At least 3 years of experience in an ICT customer facing or call centre environment to showcase your excellent verbal and written communication skills. 


Knowledge of Network +, Fortinet, Ruckus, Active Directory, Radius servers, Google G Suite, Azure AD, Mail applications (e.g. MailRelay), Allied Telesis and/or Cisco,  Aerohive.


Understanding of Network Design concepts and principles, security trends, risks and management


A Certified Wireless Network Administrator (CWNA) qualification would also be highly desirable but not essential. 


This is the perfect opportunity to build on your career within the IT Industry. Do not miss out if you are keen to be considered for this role, please apply

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