Senior Network Operations Specialist
1 week ago
Job Details
Position - Senior Network Operations Specialist
- Lead a team of technical support executives and technicians in delivering exceptional customer service and resolving complex technical issues related to internet services and network communications.
- Develop and implement strategies to improve service levels, work performance, and customer satisfaction through proactive monitoring, escalation management, and internal coordination.
- Collaborate with business heads to contribute towards upselling and new business growth, while controlling customer churn through effective communication and service improvement.
- Configure and implement network communications devices, such as routers, RF equipment, switches, modems, VoIP gateway devices, firewalls, and UTM appliances.
- Stay up-to-date with the latest networking technologies, topologies, and troubleshooting methodologies to provide expert technical support and guidance to the team.
- Ensure prompt response to customer complaints and timely closure of service requests in minimum TAT, while maintaining necessary documentation and adhering to guidelines.
Knowledge and Skills
Required Skills & Knowledge
- Technical expertise in networking, including routing, WAN technologies, and troubleshooting methodologies.
- Strong leadership and team management skills, with the ability to influence and motivate the team.
- Excellent communication and interpersonal skills, with the ability to work effectively with customers, business heads, and internal teams.
- Good decision-making ability and problem-solving skills, with the ability to work under pressure and meet deadlines.
- Proactive and extroverted, with a good personality and energetic approach to work.
Qualifications
- Bachelor's degree in a relevant field, such as computer science, engineering, or telecommunications.
- Professional certification like CCNA, CCNP, or CWNA is desirable.
Experience
- Minimum 5-6 years of experience in customer support or technical operations in the ISP industry.
Location
Pune
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