
Technical Solutions Specialist
2 weeks ago
This role involves providing technical service desk support to high-value customers with complex solutions and service level agreement requirements in a 24/7 shift-based environment.
Key ResponsibilitiesInitiate triage, perform proactive analysis for all Incident Management and Support the day-to-day operations with Change Fault management by adopting ITIL industry standards.
Adhere to Service Level Agreements (SLAs) and own Incident Management throughout its lifecycle.
Transfer tickets to L2 engineers and other necessary teams for Incident Management.
Comply with process frameworks outlined for profile, zero misses on processes and escalations.
Collaborate with vendors and third parties based on priorities, situation, and impact to customer business.
Ensure regular updates are communicated to customers regarding ongoing incidents.
- CCNA certification is desirable
- 1 year NOC experience with a technical background
- 1-2 years of experience in voice SBC
- Engineering background - BE/BTECH
- CCNA certification is desirable
- Experience in WAN technologies and troubleshooting is an added advantage
Familiarity with Voice Audio Code SBC OVOC platform SIP trunking MOS QoS technical expertise.
We are proud to be an Equal Employment Opportunity Employer, valuing diverse people and insights.
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