Education:
UG - Any Graduate - Any Specialization
PG - Any PG Course - Any Specialization
Industry Type:
IT-Hardware & Networking
Functional Area:
IT-Support, Telecom, Hardware
Job Description
Purpose: To troubleshoot and resolve complex customer faults. To work with Vendors and Providers in order to provide final resolution to any issues received. To act as a senior technical point of contact for Customer Operations. Responsibilities: To provide professional technical support and troubleshooting for all issues received. Resolve complex customer issues; diagnose fault-related cases by effectively utilising software diagnostics and other network/product utility programs. Act as the high level of technical escalation within Customer Operations and support the internal operational entities toward problem resolution. 'XProvide status updates to CTS. Inform customer on technical progression, if required. Responsible for the verification and/or recommendation of the correct and appropriate hardware/software customer configuration of equipment toward resolution of customer faults. Able to work closely with engineers, Vendors and Service Providers to adequately test and resolve hardware/software issues. Provide technical support for the resolution of repeat problems if requested. Resolve customer configuration problems, identify product malfunctions, and simulate communication problems in lab environment for problem resolution Document all troubleshooting and a case management actions via the electronic case management system. To prepare technical reports as required. Technical guidance and support of peers and subordinate positions. Provide on the job coaching and mentoring to the CTS department. Provide Technical input into new design and ongoing review of the technical support tools (IE Knowledge Management) as and when required. To undertake any other reasonable task as assigned
Desired Candidate Profile
**Only candidates from Delhi/Gurgaon should apply
University degree or equivalent desired but not required. Minimum 3-5 years relevant technical experience. Exceptional networking/communications background Qualified in either Cisco or Nortel product suites and at least one or more of the following: Network, Firewall's / Security / Checkpoint or Web Hosting Network, LAN/WAN topologies and protocols Server protocols, Desktop products. Systems/Network Management (Netcool, Spectrum,) Service oriented, customer focussed, and have the ability to resolve complex problems through a calculated and methodical approach. Good interpersonal skills. Good time management, organisational and communication skills Ability to work under pressure. Ability to deal with multiple tasks. Ability to coach and mentor peers and subordinates Ability to lead and provide direction in resolving business critical problems at the highest organizational level. Good commercial awareness. Presentation/Report writing skills Ability to act as the customer representative with suppliers and vendors. Ability to build relationships with peer and management levels both with clients and the company management Proactive, self motivated and determined attitude. Excellent problem solving skills are necessary. Tenacity. Flexibility in terms of working hours.
**Only Candidates who are CCNA certified should apply
Company Profile
Leading network service providers in the world providing customized solutions in network, security, telephony etc.
Contact Details
Company Name:
A client of Job Accord
Executive Name:
Radhika Seth
Address:
424,2nd Floor
Udyog Vihar,Phase-IV
Gurgaon - Haryana ,INDIA 122015
Telephone:
91-0124-4386 111
Keywords: Technical Support Troubleshooting cisco ccna switches router
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