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Sr Customer Service Executive
2 weeks ago
Job Description :
The role is responsible for network operations and maintenance. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes.
Responsibilities
CCNA Certification is Mandatory
Assist / coordinate updates and backup activities
Analyze audits, and follow-up with corrective action
Provide technical support and guidance to Field Engineers.
Act as first level technical support for problems raised in the field
Co-ordinate with other departments and field operations
Attend to technical complaints escalated by customer operations
Generate network performance reports
Maintain traffic / availability reports on a daily basis
Review network problems and their resolutions
Coordinate with OLO for resolution of link failures
Coordinate with 3rd party vendors for resolution of hardware failures
Desired Skill sets
Working experience in 24-7 NOC operations
Understanding of NOC operations, basics of networking
Troubleshoot config issues in IP protocols like BGP, OSPF, MPLS, HSRP, VRRP, VLAN, etc.
Troubleshoot complex call routing issues in Call Manager, Voice Gateways, PBX & SBC. Analysis the call flow and network quality issues
Knowledge on SDH, DWDM, Carrier Ethernet Products from multiple vendors and different EMS/NMS tools
Reporting Skills- collate the data and study it for meaningful analysis.
Experience using network diagnosis and packet analysis tools.
Able to effectively prioritize tasks in a high-pressure environment
