Job Title: 1st Line Network Technician
Location: Ahmedabad, Gujarat
Shift timing: 4 days on 4 days off, 2x day shift 9:00 AM to 9:00 PM, followed by 2x night shift 9:00 AM to 9:00 PM IST
Overall purpose of the job:
Running of the Service Desk providing client support with a focus on providing a high level of customer service.
Key responsibilities for this job:
- First line support handling customer enquiries and support issues using our ticketing system
- Proactive network monitoring of alarms and traps for our customers via our monitoring tools
- Troubleshooting circuit faults and working with carriers to achieve fault resolution
- Driving fault resolution to ensure SLA's are not breached
- Ensure issues are handled effectively by following our SLA Guidelines
- Escalation of faults/outages in accordance with procedures
- Taking immediate corrective action to restore services
- Maintain professional working relationships with customers, suppliers, and work colleagues
- Creating incident reports/notifications for customer distribution
- Any other fair and reasonable task or duty assigned to you by your Manager, or other senior staff member
Knowledge & Experience Required
- Passion for working in the networking field, and eager to learn and progress
- Strong customer service focus
- Experience working within a customer-focused role
- General networking, TCP/IP principles & DNS knowledge
- Excellent verbal and written communication skills with a professional phone manner
- Flexible approach to work with the ability to work effectively under pressure
- Ability to work in a team with little supervision using own initiative
- Responsible and willing to take ownership
- Positive and professional attitude
Preferred Qualifications
- Cisco / Juniper certification
- Experience working with a Managed Service Provider
- Programming language experience
