Full Job Description
Shifts – 24X7 (Rotational)
Location – Pune/Chennai
Education – Bachelor of Engineering or Equivalent
Certification – CCNA mandate
Excellent Communication Skills
This role is for Technical Helpdesk Support Services for Global Enterprise Managed Services business. The Services will be a combination of the following elements:
Responsible for the day-to-day operations, maintenance, administration, configuration, problem resolution and/or technical support for voice and data infrastructure related hardware and software. This position is responsible for technical troubleshooting and leadership skills to be able to recover from complex network problems to restore service. It also involves consulting with clients, hardware/software vendors and various voice/data support groups. Includes direct technical support for all products delivered in this 7×24 hour environment. Responsible for monitoring and responding to technical hardware and software problems utilizing a variety of tools and techniques in support of the routers, servers, gateways, etc. Ensure adherence to company security/compliance policies and maintain telephony application and/or hardware/software configuration documentation.
Broad outline of the Role
Must Have Skills:
Excellent Customer Service Skills Required (network industry preferred). Customer service orientated, ability to operate well within an international, multicultural, dynamic environment
The ability to interact on the phone with customers and their peers during the problem determination process
Skill Set 1:
Advanced/fluent English skills (written and verbal) and Strong communication skills
A logical mind-set, analytical thinking and a passion for problem solving with intermediate to advanced analytical skills
Desire to learn new skills, quick to learn new skills, self-motivation, self-directing
Stress resistance, calm and patient under pressure
Excellent team player
Reliable, responsive, flexible, and highly motivated
Provide technical support to international enterprise customers, for all managed service products, through customer interaction
Working experience with routers, switches, firewalls, SDWAN, VPN, VOIP, WAN, LAN. (Cisco, other vendors)
Purpose – Broad objective of the role
Skill Set 2:
Provide network support and customer status in a complex multi-vendor environment
Knowledge and understanding of various networks and infrastructures.
Knowledge of Customer Networks including all technologies.
Work with vendors, providers, and internal partners
Troubleshoot network issues
Analyze incoming incidents, mark improvements, and identify chronic cases
Communication with internal and external customers/partners – calls, emails, chats
Ticket creation, updates, closure
Data collection and initial troubleshooting
Proficient in multitasking and staying on task
Engagement of higher tiers as necessary
Operating Network – Key External
Skill Set 3:
Provide technical support to international enterprise customers, for all managed service products, through customer interaction
Working experience with routers, switches, firewalls, SDWAN, VPN, VOIP, WAN, LAN. (Cisco, other vendors)
Provide network support and customer status in a complex multi-vendor environment
Knowledge and understanding of various networks and infrastructures.
Knowledge of Customer Networks including any and all technologies.
Work with vendors, providers, and internal partners
Troubleshoot network issues
Analyze incoming incidents, mark improvements, and identify chronic cases
Communication with internal and external customers/partners – calls, emails, chats
Ticket creation, updates, closure
Data collection and initial troubleshooting
Proficient in multitasking and staying on task
Engagement of higher tiers as necessary
Operating Network – Key Internal
Size and Scope of Role – Financial
Size and Scope of Role – No. of direct reports
Size and Scope of Role – Total team size
Size and Scope of Role – Other size parameters
Minimum qualification & experience
Other knowledge/skills
Key Responsibilities
Technical Competencies
Knowledge / Skills
Communication Skills
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