Job Title

The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes. 24 7 rotating shifts.The full job description covers all associated skills, previous experience, and any qualifications that applicants are expected to have.Responsibilities:Taking ownership of customer issues reported, solving their problems through by providing resolution.Researching, diagnosing, troubleshooting, identifying solutions to resolve system/application issues.Following standard procedures for proper escalation of unresolved issues to the appropriate internal teamsEnsure SLA are achieved & work proactively to maintain the same.Desired Skill sets:24 7 rotating shift job, technical customer support roleUnderstanding of transmission technology SDH, DWDM, Ethernet, SONET and hands-on exp on transmission equipments like (ADVA,CISCO ASR, CIENA, Huawei MUXs)Understanding of IP technology. CCNA, CCNP certified will be preferred( Exposure over IP networking, IP addressing, MPLS, Switching/Routing protocolsUnderstanding of SDWAN technology (VNX100 Versa training/certification will be preferred)Understanding of securityDemonstration of problem-solving skillsPrior experience of providing customer service support in fast paced, high availability, 24X7 environments.Maintain awareness of latest technologies in the domain3 to 6 years experience