Network Technical Specialist
Location
Bangalore | India
Job description
As a Network Technical - Specialist, you will provide technical service, solutions and support to the networks, infrastructure, products and services supplied and operated by Telstra. Job Description
What You ll Do
Global Networks & Technology - Network & Infrastructure Engineering designs and delivers Telstras network and infrastructure solutions, ensuring theyre reliable, scalable, and secure.
This is how you ll bring the purpose of your role to life:
- Apply excellent Incident management methodologies to detect and resolve faults in an affective and timely manner to meet monthly KPI metrics
- Perform L1 & L2 investigation of network faults. Provide specialised technical expertise in the investigation and rectification or escalation of all faults and agent issues. Diagnose and restore complex issues associated to agent/IVR/routing configuration.
- Perform or participate in complex, specialised technical investigations to determine/confirm system and design standards and performance parameters for the networks, infrastructure, products and services supplied and operated by Telstra
- Provide pro-active Change management with contact centres to ensure that customer impact of service/network changes and planned outages are minimised. Complete all simple service requests/ MACs in timely manner
- Co-ordinate with service desks, customers, vendors and all other resolver groups to ensure timely resolution
About You
Essential requirement:
- CCNA certified
- 1-3 years of experience on network support
- Positive attitude and willingness to learn.
- Knowledge of call centre environment and principles
- IVR - High level understanding of IVR functionality and operation.
- Routing engine knowledge - A detailed understanding of how call delivery environments work including rule management and log analysis.
- Agent configuration - A detailed understanding of how agents are configured in a call centre environment. This should include routing engine, softphone and carriage components.
- Knowledge of AWS, Genesys, ITAM, splunk, QI360 and other Telstra systems.
- Ability to prioritise work to meet competing timeframes within the team to support short term workload management.
Highly desirable:
- Bachelor s in Engineering / B. Tech or equivalent
- Working knowledge of Wireless, F5, Juniper, and VoIP
- AWS Certified
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