Sr Technical Associate

2 weeks ago


Pune, Maharashtra, India Tata Communications Limited Full time
Job Description

Designation/TitleEUC- TL
Sub-BandB2-2/B3-1
Education QualificationsB Tech E&C
CertificationsITIL, MCSE preferred
Experience8-10 Years of experience in relevant field
Key/Major ActivitiesBasic understanding of typical enterprise customer environment
Hands-on experience on the ServiceNow ITSM Tool.
Vendor Management CMDB Compliance, Stocks Management, Reporting, Reconciliation, Disposal.
Take remoted desk of End User, perform basic trouble shooting basis SOP and identify issue in the system/Network or OEM
Understanding of IT Environment, Network related issues
Handling customer escalation as per the TAT and SLA
Working on Change management, Knowledge management, Incident Management, Request management according to ITIL framework.
Co-ordinate with Providers Service Desk and provide MTTR update and collect RCA
Prompt escalation of issues to Level 2 & Level 3
Maintain history of problems and solutions
Co-ordinate with Providers Desk for Repeat Issues and requesting for Fix
Reporting and MIS
Behavioural SkillsKnowledge of IT Environment
Basic understanding of networks and knowledge of telecom standards &
Proficient with Microsoft Office Suite
Application Level L1/L2 Support basis SOP
Excellent co-ordination skills
Proficient in using ticketing tools and need to have demonstrated experience on the same
Preferred candidate to have experience working with Contact center IT End user Operations

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