Telecom & Network Services

Enterprise Tech Support Engineer – Telecom

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Job title:  Enterprise Tech Support Engineer – Telecom
Eligibility: Any graduate can apply
Experience: 1-6 years working in telecom domain as tech support
Location: Chennai / Bengaluru / Hyderabad
Number of Openings: 100+

 

Technical Skills Required:

  • Good Knowledge of protocols like TCP/IP, VOIP, UDP, SIP, RTP, SRTP, WebRTC.
  • Understanding of switching, OSI Model, MAC Addressing, Subnetting, TCP, DNS, Ping/Traceroute, DHCP, telnet, Routing.
  • Understanding of QOS settings, NAT, firewall, T1, ISDN, Linux, SBC.
  • Exposure and understanding of video conferencing, IM, Voicemail, DID, carriers, knowledge of VOIP and SIP.
  • Knowledge of UCaaS, CPaaS platform, cloud, Contact center, Integrations like MS teams, and analysis tools like Wireshark, etc.
  • Familiar with Salesforce Service Cloud or similar CRM systems, KB systems, and Customer portals for case management

 

Job Responsibilities

  • Work/Troubleshoot all inbound interactions (Chat, email, Call) from customers.
  • Timely handoff (escalation) of cases that require technical assistance to NOC etc.
  • Manage backlog efficiently, with a focus on customer satisfaction and first call resolution.
  • Other team player activities like contributing to KB, notifying/discuss on any process improvement or best practices, Sharing/upgrading tech, and product expertise.

Service Provider Network Engineer (Switching – Wireless)

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Innovative communications service providers rely on company platforms to help them master and monetize the complex infrastructure between their subscribers and the cloud. The company is the leading global provider of cloud and software platforms, systems, and, services required to deliver tomorrow’s unified access network and smart premises. Our platforms and services help our customers build next-generation networks by embracing a DevOps operating model, optimizing the subscriber experience by leveraging big data analytics and turning the complexity of the smart home and business into new revenue streams.

Responsibilities

  • Troubleshoot/Diagnose all Level 2 issues from the customers and driving satisfactory resolution of the issues.
  • Troubleshoot Product
  • Codes and Configuration issues.
  • Ensure On-Time escalation to L3 and Engineering(R&D) teams
  • Ensure consistent customer satisfaction.
  • Document all communication with customers in the CRM
  • Notify/Discuss with L2/TL/Manager on Tickets that require assistance.
  • Timely handoff (escalation) of cases that require technical or political to L2/L3 TAC.
  • Plan and constantly work on upgrading tech and product expertise.
  • Contribute to the knowledge base/ Tech Forum.
  • Ensure to gain Certified Expertise (Certifications) to provide better service.

 

Skills Required

  • 1+ years’ experience in technical support environment
  • Experience in networking support
  • CCNA – Equivalent or Networking Concepts.
  • Switching Skills
  • STP
  • RSTP
  • MSTP
  • VLAN tagging
  • Knowledge in Routing protocols
  • Self-managing autonomous
  • detail-oriented
  • organized
  • Excellent written and verbal communication skills in English

 

Benefits and Perks

  • Competitive Salary
  • WFH During Pandemic

Networking Support Engineer B2+

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Job Title: Networking Support Engineer B2+
Location : Barranquilla
Experience: 1 – 2 years

 

We are looking for Network support engineers, people trained or certificates in Networking with customer service experience. The role of the Network Engineer is to respond to troubleshoot tickets, act as the customer’s point of contact for reported problems and troubleshoot problems to resolution. This will involve extensive conversations with customers and other Network Engineers, duplicating the reported problem in the laboratory and, using extensive IP networking and network security knowledge to resolve the problem.

 

Responsibilities

  • Receive trouble cases from calls or from the client web ticketing system; manage the caseload and summarize ticket status for shift hand-off
  • Use extensive knowledge to perform & initiate and repeat procedures as needed
  • Escalate to the Team Lead when appropriate

 

Skills Required

  • BA degree or equivalent is desired
  • High School Diploma as a Minimum
  • Trained or certificate CCNA or equivalent required; CCNP or other certifications are desired
  • 1 – 2 years of help desk experience or customer service experience (or equivalent)
  • Communication skills; remain empathetic and courteous while speaking to customers about frustrating; complicated IT problems
  • Good written communication skills: type updates to trouble tickets to include detailed troubleshooting comments and details; must demonstrate close attention to detail

 

Benefits and Perks

  • Career Progression through Career Aspiration Management Program
  • WFH in Covid situation
  • Best offer in the market

Network Engineers

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Job Profile: Network Engineer
Location: Chennai
Level: L1 Engineer
EXP: 2 – 4 years
Number of Openings: 100+

 

Job Description:

  • Handling cases received through phone calls or web ticketing system, managing the caseload, and summarizing ticket status for shift hand-off
  • Perform fault isolation steps, to include Wire Shark, flow basics and firewall status; repeat procedures as needed and, escalate to the Team Lead when appropriate
  • Use extensive knowledge of the OSI model and how data packets move in the network to troubleshoot wireless networks
  • Ensure proper documentation of cases
  • Troubleshoot/Diagnose all issues from the customers and driving satisfactory resolution of the issues.
  • Troubleshoot Product, Codes and Configuration issues
  • Ensure consistent customer satisfaction
  • Interface with international customers
  • Timely handoff of cases that require technical or political escalation

 

Primary Skills:

  • Detail understanding of Basic Networking such as networking devices, OSI Layer, Networking protocols such as DHCP, DNS, HTTP etc… is required
  • Logical understanding of packet trace, routing & switching is required
  • OSI layers – detailed understanding of each layer’s function and relevant protocols that operates at each level
  • TCP/IP – thorough understanding and clear explanation about windowing/handshake mechanism
  • Thorough understanding of IP Addressing, Subnetting, VLAN, VTP, 802.1q is required
  • Basic understanding of STP is required
  • Good troubleshooting approach (from Level 1 to 7 of OSI)
  • Ability to analyse packet captures and use tools such as Ping, Traceroute, Wireshark etc…
  • Work from CLI, GUI and/or CMD prompt interface to resolve customer issues
  • Use ARP tables to verify L2 and L3 mapping, MAC to IP interfaces in wireless/wire line networks
  • Should have good understanding of Layer 2 & Layer 3 frame formats and protocols such as ARP, DHCP & OSPF
  • Should have a good understanding of Routing Table and how a Router uses routing table for routing decisions
  • Understanding 802.11 standards, 802.1x, PKI, VPN will be added advantage.

 

Required Education/Experience and Competencies:

  • Knowledge of Basic Networking, VLAN, 802.1Q, Basic routing & switching
  • 1 – 2 years of IT help desk experience in a call centre environment (or equivalent) is required
  • Willingness and ability to work night shift & overtime to support customers based on business requirement
  • Telephone communication skills; remain empathetic and courteous while speaking to customers about frustrating, complicated IT problems
  • Good written communication skills; type updates to trouble tickets to include detailed troubleshooting comments and details; must demonstrate close attention to detail
  • CCNA or equivalent certifications are desired
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