Black Box

4 weeks ago

Bangalore, India BLACK BOX NETWORK SERVICES INDIA PRIVATE LIMITED Full time

About the job :

Please apply only if you flexible to work for Rotational Shift / Flexible for working on late night hours

Work location : Bangalore

Mode : Work from Office

Shift timing : Rotational shifts

Primary Roles & Responsibilities :

- Provide Tier 3 escalation support for clients requiring expert troubleshooting on various technical matters involving hardware, software, and wireless connectivity issues.

- Identify, research, analyze, diagnose, resolve and close escalated technical problems in a quality and timely manner.

- Prepare documentation for internal and external clients detailing system designs and configuration of deployed solutions.

- Provide comprehensive diagnostic, root cause and troubleshooting support, accurate problem resolution and make findings available for future troubleshooting and analysis.

- Develop and maintain professional and productive relationships with clients, infrastructure vendors such as ISPs and Carrier Services, software & hardware vendors and related key contributors to ensure stable and quality product & service delivery consistent with company objectives and client expectations.

- Determine the need to deploy field service resources required to deliver client service requests via incident management and dispatch processes through the service desk.

- Continuously expand, research and leverage knowledge of market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics.

- Meet all financial performance objectives for area of responsibility and take corrective action as needed.

- Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection and resolution.

- Proactively identify and remove barriers to meeting client expectations.

- Provide timely documentation of issues, action plan and outcome.

- Achieve all client satisfaction objectives and internal and external SLAs.

- Monitor service desk tickets volume, identify trends in problem activity, document findings and make available for future client troubleshooting issues and ensure timely closure of all assigned tickets.

- Foster and contribute toward collaborative working relationships within NACS operations and across all levels and departments of the organization to execute service desk functions and company priorities.

- Utilize escalation and exception paths, processes and systems to report current performance and make recommendations for improvement of performance.

- Achieve performance targets established by leadership for applicable Key Performance Indicators.


- Perform other duties as assigned by management.

Knowledge, Skills, Abilities :

- Accountability : Demonstrates an understanding of the link between one's own job responsibilities and overall organizational goals and needs, and performs one's job with the broader goals in mind.

- Looks beyond the requirements of one's own job to offer suggestions for improvements of overall organization operations.

- Takes personal ownership in organization's success.

Customer Focus : Demonstrates concern for meeting internal and external customers' needs in a manner that provides satisfaction for the customer.

- Considers the impact on the external customer when taking action, setting policies or carrying out one's own job tasks.

- Looks for external trends that are likely to shape the wants and needs of customers in the near future.

- Looks for creative approaches to providing or improving services that may increase efficiency and decrease cost.

Business Acumen : Interprets situations and events from a business standpoint in order to make decisions that are consistent and congruent with the organizations strategic direction and goals.

- Demonstrates the ability to use technology to enhance decision making, and provide cost-effective organizational and management tools.

- Aligns policies for a consistent and united business approach.

- Increases cooperation and communications between departments.

Decision Making :


- Makes good decisions using a combination of analysis, knowledge, experience, and judgment.

- Analyzes and distinguishes core problems by looking at the symptoms.

- Resolves key issues behind major problems in the short term while developing and executing long term solutions.

- Has a strong record for making decisions that are correct and accurate.

- Applies strategies to implement effective decision making during crises.

Results Focused :


- Demonstrates concern for achieving or surpassing results against an internal or external standard of excellence, shows a passion for improving the delivery of services with a commitment to continuous improvement.

- Sets and maintains high performance standards for self and others that support organization's strategic plan.

Education / Experience Requirements :

- Bachelor's Degree in Electrical Engineering, or related field, or equivalent, relevant experience.

- Minimum of 5 years with of Wireless Distributed Antenna Systems (DAS) support engineering responsibilities involving complex client requirements assessment, solutions design and implementation within the technology services industry.

- Experience with wireless carrier or Managed Service Provider environment preferred.

- Wireless DAS engineering technical experience

- DAS installation, greenlighting, commissioning, and maintenance of in-building DAS systems or 2-way radio systems

- Ability to swiftly interpret DAS alarms to determine root cause and action required.

- High density wireless environments iBwave, CommScope, Corning or JMA Wireless or related certifications preferred

- Strong understanding of wireless test software (e.g., TEMS, JDSU, Pocket) and RF testing tools (e.g., CW, Spectrum Analyzer, Coax Line Sweep, PIM Test, Anritsu) preferred.

- End-to-end process thinker, with proven experience in business processes and workflow design.

- Excellent problem solving and systems analysis skills with demonstrated success in root cause analysis, effectiveness measurements and related documentation.

- Demonstrated experience of continuously expanding and leveraging knowledge of technology, market and industry trends with success in identifying, recommending and implementing best practices and methodologies.

- Ability to work effectively across all functional groups to optimize product & service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution.

- Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, AutoCAD, service delivery management tools such as ServiceNow and related cloud based technology systems.

(ref:hirist.tech)

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