Job Description

Internal Departments they will interact with:NMC, Tier 2, Tier 3, Carrier Management.Main Responsibilities:

• Logging all relevant incident/service request details, allocating categorization and prioritization codes.
• Providing first-line investigation and diagnosis using approved tools, systems and procedures.
• Resolving/fulfilling incidents/service requests that are in scope.
• Technical Escalations - escalating incidents/service requests that cannot be resolved/fulfilled within agreed timescales or are out of Service Desk/1st Line scope, to the next level technical team which may include 3rd Parties or other non-Assurance functions.
• Engaging and arranging external technical and non-technical support where hands and eyes support are required on-site.
• Following-up with external technical and non-technical support organizations including 3rd parties until incident/request resolution/fulfilment.
• Managerial Escalations \xe2\x80\x93 escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g. Service Manager, Account Manager).
• Keeping customers informed of progress.
• Owning incidents/requests from ticket creation to resolution/fulfilment/closure.
• Closing all resolved/fulfilled incidents/requests and other queries.
• Communication with customers \xe2\x80\x93 keeping them informed of incident/request progress, notifying them of impending changes or agreed outages, etc.
• Ensure the Configuration Management System (CMS) is maintained/updated.
• Maintain an exceptional level of customer service during any engagements with Customers/3rd Parties/Internal Teams.
• Ensure communication at all times is clear, concise, meaningful, professional and efficient.
• Provide feedback to appropriate Line Manager on how the Service Desk (Tier 1 and Escalation Management) and supporting functions can improve.
• Identify need for Problem Management for reoccurring Incidents/Events.
• Understanding of and familiarity with Customers\xe2\x80\x99 services and solutions.
• Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics).
• Actively participate as required in meetings (customer, 3rd party, internal).
• Conducting customer satisfaction call backs/surveys as agreed.
• Coach/guide Junior staff and new starters.
• Act as delegate for Senior staff.
• Act as technical escalation gate for Junior staff.
• Higher First Line Fix/Right First Time than Junior staff.

Ideal Candidate Profile:General

• MS Office \xe2\x80\x93 Intermediate (must).
• Awareness of ITSM tools (Siebel, Remedy, ServiceNow, Clarify, HEAT) (must).

Experience

• 12+ x months experience in Customer Service/Contact Centre/Help Desk/Service Desk role (must).
• 12+ x months in a process driven organization (must).
• Experience working in a multi-cultural/international environment (desirable).
• Experience in fault diagnosis/troubleshooting and fulfilling requests (must).

Knowledge

• General ICT/Telecommunications industry understanding (must).
• Awareness and understanding of process framework(s) \xe2\x80\x93 ITIL Foundation/ITIL Operations (desirable).

Essential Criteria:Technical

• Knowledge and understanding of TCP/IP protocol stack and OSI layering (OSI model).
• Knowledge and understanding of different types of common WAN connections.
• Knowledge and understanding of Transmission networks and technologies: Fibre optics, Colocation, PDH, SDH, ATM, Wavelength, Ethernet, xDSL.
• Understanding of Cisco/Juniper hardware/software \xe2\x80\x93 routers/switches.

• Understanding the basic functions of the following protocols: DNS, BGP, DHCP, IPv4 (CIDR), TCP/UDP, VPN, VLANs, HSRP/VRRP.
• Experience with Cisco/Juniper OS on CLI using show commands to troubleshoot issues.

Languages

• English \xe2\x80\x93 fluent (mandatory).

Desirable Criteria:Technical

• Knowledge and understanding of SD WAN and components.

Awareness and understanding of optical technologies.

• Awareness and understanding of Unified Conferencing products (video, Skype for Business).
• Awareness and understanding of Hosting and Security products.
• CE/CPE role understanding.

Other Similar Job Functions:

• Contact Centre
• Helpdesk
• Service Desk
• 1st Line Support

Qualifications/Courses:

• BSc/BE/BTech Degree in ICT/Telecommunications, similar discipline (either complete or in-progress) or equivalent work experience (must).
• CCNA/JNCIA knowledge, Network+ or equivalent (complete or in-progress) (must).
• ITIL Foundation (desirable).

Hours/Location/Shift:

• Full-time (Night/Day Shift \xe2\x80\x93 9x Hours a day \xe2\x80\x93 24/7)
• India, Remote. Hybrid (

200 Kms in and around Bangalore, Hyderabad, and Pune)

GTT Communications