15h Left Voip Engineer

3 weeks ago

Chennai, India Movate Full time

We are hiring for VOIP Network Engineer Role,

Role: L1 – TAC Engineer: (Telecom Engineer)

Location: Chennai – Ambattur

Shift: Flexible with Shifts

Job Responsibilities:

- Troubleshoot all Level 1/2/3 calls from the customers.
- Focus on customer satisfaction. Manage backlog efficiently.
- Document all communication with customer in the CRM.
- Notify/Discuss with Sr.TAC/TL on SR's that require assistance.
- Timely handoff (escalation) of cases to Sr.TAC.
- Plan and constantly work on upgrading tech and product expertise.
- Contribute to the knowledge base / create KCS article for all valid solutions.
- Understand the SLA’s and client requirements on quality of delivery.
- Update new SRs and status of current SRs in DBR module every day.
- Review all SRs every day at the beginning of the shift and update the relevant SRs.
- Review all ‘Observation Sheet’ type SRs and follow up every week.
- Attend monthly Team meetings.
- Attend weekly SSQA coaching sessions & work on suggested improvements.
- Attend/Conduct KSS & product training as per nominations.
- Ownership issues must be avoided during SR handling.
- As a node member, maintain lab properly and contribute during lab audits.

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