The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate levels of guidance and advice to ensure delivery of quality outcomes. 24/7 rotating shifts.
Responsibilities:
1. Taking ownership of customer issues reported, solving their problems by providing resolution.
2. Researching, diagnosing, troubleshooting, and identifying solutions to resolve system/application issues.
3. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
4. Ensuring SLAs are achieved and working proactively to maintain the same.
Desired Skill Sets:
1. 24/7 rotating shift job, technical customer support role.
2. Understanding of transmission technology SDH, DWDM, Ethernet, SONET, and hands-on experience with transmission equipment like ADVA, CISCO ASR, CIENA, and Huawei MUXs.
3. Understanding of IP technology; CCNA and CCNP certifications are preferred (Exposure to IP networking, IP addressing, MPLS, Switching/Routing protocols).
4. Understanding of SDWAN technology (VNX100 Versa training/certification preferred).
5. Understanding of security.
6. Demonstration of problem-solving skills.
7. Prior experience providing customer service support in fast-paced, high-availability, 24/7 environments.
8. Maintaining awareness of the latest technologies in the domain.
9. 3 to 6 years of experience.
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