Roles and Responsibilities
- GCSC T1.5 supporting Network Operations.
- Performing network related issues through AOTs ticket.
- Service restoral and break/fix functions Scope include Analyze and escalate.
- Prioritizing and analyzing the events in the network.
- Resolve problems for software or hardware resources when unavailable or when there is degradation in performance impacting business processes.
- This involves monitoring, data capture, and analysis capabilities to quickly identify problem areas and provide corrective action.
- Customer Call receipt
- Call receipt (first point of contact for Customers for problem recording)
- Customer verification
- Call problem validation and documentation
- Initial technical problem analysis during Live Call handling
- Pro-active network monitoring
- Customer Alarm Tracking System alert monitoring and trouble ticket generation
- Problem diagnostics
- Initial Customer call
- Ticket Management
- Update Status in AOTs or customer on a regular basis
- Work with internal support groups and recommend diagnostic tests based on degree of service impairment
- Access provider management and associated escalations
- Negotiate and coordinate with other support centers (i.e. external organizations and internal and external business partners) for sectionalization and testing plans.
- Escalate ticket according to process based on the established intervals.
Knowledge and Skills Required to Perform the Role
Technical Skills:-
- Network troubleshooting/engineering experience
- Strong Knowledge Cisco Routers/Switches
- Experience in LAN Switching
- Exposure to various Network technologies
- Very Good Knowledge on LAN and WAN networks
- Knowledge on MPLS and Load Balancers
- Experience in Foundry Routers/Switches Allied Telesyn Routers
- Load Balancers (Foundry, Alteon, Cisco & F5)
- Knowledge on Cisco Routers and Switches
- Experience in understanding Cisco Architecture.
- CCNA Preferred.
- Experience in Frame Relay, DS/DS3 & Optical circuits, BGP Routing Protocol, OSPF Routing Protocol, HSRP Routing Protocol, VRRP Protocol
- Experience in Network Router and Network Switches
Professional Skills:-
- Excellent communication skills (verbal & written, technical & interpersonal)
- Excellent telephone manner
- Excellent problem solving skills
- Professionalism at all times
- Excellent time management skills
- Highly skilled in the use of PC systems and applications
- Ability to work well under pressure, set priorities and make well-considered decisions
- Drive, enthusiasm, initiative, commitment and self motivation
- Resourcefulness and flexibility
- Ability to work well in a team
- 24x7 shift operations, follow the sun model
Years of Experience
0-3Years
Education
Any Graduates/Diploma in technical Discipline
