Principal Duties and Responsibilities: Respond to tickets opened by routine alarms and network issues. Basic Understanding of Routers & Switches. Good Understanding on Leased Line and Frame-Relay Access specific customer process information to identify appropriate problem-resolution procedures and contacts. Remote access into customer networks following customer-specific procedures to confirm connection and power. Work with customer to perform troubleshooting of outages to determine if issue is with telecom, power, cabling or equipment-related. Open a ticket with the designated ISP for any issues. Follow up established Telco procedures. Notify customers help desk of Telco ticket status. Maintain communication with the customer throughout the problem resolution process of actions taken. Verbally communicate escalation issues impacting targeted response times to management. Update ticket status in Network Operating Center systems. Manually open tickets as necessary. Identify and communicate Automatic Ticket Generation system malfunctions to Lead Technicians. Follow up established internal escalation procedures to assign non-routine or equipment-related tickets to higher-level Customer Support Technicians. Coordinate after-hours testing for customers. Arrange and communicate testing times to customer, NOC personnel and Telcos. Update the NOC with temporary changes in customer notification procedures. Report customer contact information errors to Lead Technician for customer. Display proficiency in the utilization of company systems and diagnostic tools. Requirements: Must have strong communication and customer skills. Able to clearly communicate network issues and the status of efforts to resolve problems. Previous experience in a call centre, network operations or help desk environment is desired. Must be able to work in a fast-paced environment and be able to multi-task, assess and set priorities based on customer and business impact. A basic understanding of telecommunications escalation requirements. 1 to 4 years of experience in Networking Fresher with good communication skills and technical knowledge. Working Environment: 24/7 Network Operations Center. Flexibility to work in shifts. Overtime may be required. This job description lists the primary responsibilities and tasks for this position.Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
Webpackets is providing fast-paced and challenging environment, with an opportunity to grow within the company and also the leading Market Leader for online shopping in India. We are a fast growing company; we are setting up a local presence across most parts of India. As responsible corporate citizens we are committed to bringing money saving ways for consumers in India.