Network Infrastructure Support Specialist
4 days ago
Hiring for TAC Network Engineer Role @Movate, Ambit IT Chennai.
Job Title : Engineer - Switching
Years : From 6 months to 5 yrs
Location: Chennai (Ambit IT Park)
Shifts: Flexible to work in Night Shifts
CCNA Trained/Certified
Looking for Immediate Joiners only
Graduation is Must
Interested candidates may inbox their resumes
Primary Skills:
- Good Understanding of OSI Layers
- Good Understanding of Routers and Switches
- Good Knowledge about DHCP (DORA Process), DNS, TCP/IP, IP Address
- Types and Classes of IP Address, Subnet
- BASIC troubleshooting steps for Internet issues
- Excellent Communication - for voice, email
- MUST be a graduate
- Should be willing to work in rotational shift based on the business requirement (US, UK, APAC & IST time-zones)
The customer support representative will be responsible for identifying the issue with the customers and routing them to the available engineer when necessary. They will create, manage tickets for the issues that the customer contacts. They will act as the first point of contact before the customer reached the TAC. Their job will also involve creation of licenses and support accounts to the client's worldwide.
Key Responsibilities:
- Creation of Worldwide Return Materials Authorization
- Ensuring all Premium Service orders are completed in a timely manner
- Working and managing 3 Party Vendors around shipments, deliveries and returns
- Resolve any RMA issues from the customer or Level 1,2&3 Technical Centers
- Provide tracking and Status updates on all 4 hour calls submitted to the Technical Centers
- Updating the Siebel Database to document customer cases
- Notification to customer's product shipments
- Escalating RMAs for additional support in a timely manner
- Manage caseloads in a timely manner to closure
- Provide customers with support for return products
- Follow all guidelines for processing RMAs for customers without contracts
- Providing software download access to customers by processing Web Login requests
- Providing license to customers for software updates
- Manage high visibility exceptions and can work with cross-functional teams to provide best solutions
- Customer Service Representatives will work on a World Wide schedule covering 24x5x365 with a rotating schedule
- Handle cases for confirmation of hardware failure and proceed with RMA
- Provide first level technical assistance on cases to rule out hardware errors
We offer a competitive salary of $60,000 per annum, plus benefits such as medical insurance, retirement plan, and paid time off. The company culture at Movate emphasizes teamwork, innovation, and customer satisfaction. If you are a motivated and detail-oriented individual with excellent communication skills, we encourage you to apply for this role.
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