Location
Bangalore | India
Job description
Role Description
- Turnaround time of requests and incidents coming in the queue via various channels.
- Quality of incident management.
- Productivity/throughput
- Update documentation for new processes and changes.
- Provide L0 and L1 technical support aimed at logging all calls and ensuring that SLAs are being adhered to.
- Manage Escalation of technical issues to Managed Services in line with defined SLAs as appropriate.
- Working as part of the team to ensure the department offers World Class Customer Service at all times.
- Resolve, trouble shoot help desk to help desk and end-user.
- Help Desk to Help Desk interaction.
- Second and third level resolver groups.
Desired profile Essential – Knowledge of Fundamentals of CCNA Routing and Switching , ITIL proficiency, NOC environment experience, LAN WAN technology expertise, Thorough knowledge of Cisco network elements (hands-on).
Desired – CCNP Routing and Switching, Transmission knowledge, Exposure / experience working on Remedy / Netcool / Infovista / Smarts, knowledge of carrier level network topologies.
Essential – Diploma / Engineering / Graduate
Desired – B Tech / B E – Electrical and communication.
Other Job Location - Bangalore
Work mode - Hybrid
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