The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes. 24*7 rotating shifts.
Responsibilities:
Taking ownership of customer issues reported, solving their problems through by providing resolution.
Researching, diagnosing, troubleshooting, identifying solutions to resolve system/application issues.
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Ensure SLA are achieved & work proactively to maintain the same.
Desired Skill sets:
~24*7 rotating shift job, technical customer support role
~ Understanding of transmission technology SDH, DWDM, Ethernet, SONET and hands-on exp on transmission equipment’s like (ADVA,CISCO ASR, CIENA, Huawei MUX’s)
~ Understanding of IP technology. CCNA, CCNP certified will be preferred( Exposure over IP networking, IP addressing, MPLS, Switching/Routing protocols
~ Understanding of SDWAN technology (VNX100 Versa training/certification will be preferred)
~ Understanding of security
~ Demonstration of problem-solving skills
~ Prior experience of providing customer service support in fast paced, high availability, 24X7 environments.
~ Maintain awareness of latest technologies in the domain
~3 to 6 years experience