Job FunctionTATA Communications Service Operations Centre is the single point of contact for all customers of the International SOC division. Customer Service Engineers have the prime responsibility to receive, troubleshoot, resolve, escalate and close Customers incidents and requests, delivering superior customer service, UK business hours.ResponsibilitiesInbound calls responding to all customers requests and incident reportsUnderstanding the customer issue /requirement and capture in ticket/systemTroubleshoot to isolate and resolve the incidents/queriesEscalate to next level or partner to resolve incidents within SLAMaintain history of problems and solutionsRun and analyse traffic reports, IP configurationCoordinate and participate in troubleshooting efforts between departments and vendorsManage and monitor Planned MaintenanceQualifications & CertificationsBachelor's Degree in Electrical, Electronics, TelecommunicationsLanguages: fluent English, an additional European language, will be added advantage (French, German, Italian, Spanish, etc).5 years telecommunications experience, preferably for a service providerWorking knowledge of routing, switching, SD WAN networks. Cisco Certified Network Associate certification or Any Basic Network -security-related certification is a plus.Knowledge of IP addressing, routing protocol (BGP, OSPF etc )Knowledge of VPN /IPsec technologyUnderstanding of security, firewall, the proxy is a plus (Fortinet/Zscaler/Paul Alto etc.)Knowledge of OSI layer and Layer 1/2 technology (xDSL, Ethernet, leased lines, wireless)Strong customer focusExcellent oral and written communication skills, team player, good listening skillsCoordination skills and result-focused, requires push and escalateWork effectively under pressureProficient with Microsoft Office SuiteExcellent aptitude for problem-solving and good analysis skillsAbility to learn, autonomy, the capacity of initiative