Company Overview
Jio is Indias pioneering telecom operator, serving over 400 million customers with cutting-edge digital apps, enterprise solutions, and end-to-end 5G offerings. Headquartered in Navi Mumbai, we drive digital transformation for both consumer and business markets in the media and telecommunications industry.
Job Overview
The Service Desk for Mobility & Fiber role at Jio requires a mid-level professional with 46 years of experience in customer support and technical troubleshooting. This full-time position is based in Navi Mumbai and involves providing high-quality support for mobility and fiber services within Jios expansive network.
Qualifications and Skills
- Customer Support experience with demonstrated expertise in resolving diverse telecom service issues for mobility and fiber (Mandatory skill).
- Network Troubleshooting skills to quickly diagnose, isolate, and resolve connectivity and performance issues (Mandatory skill).
- Fiber Optic Troubleshooting expertise to efficiently address faults, including breakdowns and degradations in optical connections (Mandatory skill).
- Proficiency in Ticket Management systems, ensuring incidents and service requests are logged, tracked, and resolved within SLA.
- Experience working with Remote Desktop tools for providing seamless technical assistance to users or field staff across varied devices and platforms.
- Knowledge of Mobile Device Management solutions, including deployment, monitoring, and troubleshooting of enterprise mobility devices.
- LAN/WAN Support background, handling configuration, monitoring, and basic troubleshooting for client and enterprise network environments.
- Ability to communicate complex technical issues clearly and professionally to non-technical customers and team members, promoting a positive customer experience.
Roles and Responsibilities
- Deliver prompt and effective first-line support for mobility and fiber users through the service desk, ensuring high service continuity and customer satisfaction.
- Analyze, troubleshoot, and resolve customer-reported incidents related to fiber optic connectivity, network issues, and mobile device malfunctions.
- Monitor and manage service tickets from initiation to closure, maintaining accurate records and adhering to defined SLAs and escalation procedures.
- Collaborate with technical teams for advanced troubleshooting, root cause identification, and follow-up actions on complex technical incidents.
- Utilize remote desktop and mobile device management tools to provide efficient remote assistance and troubleshooting support.
- Support LAN/WAN infrastructure troubleshooting for both enterprise and consumer clients, escalating issues as necessary for faster resolution.
- Proactively communicate with users to provide status updates, guidance, and recommendations for both immediate fixes and preventive actions.
- Document all troubleshooting steps, solutions, and best practices to build a comprehensive knowledge base for continuous service improvement.
