VB Network Specialist (_VOIS)

Job Description

ROLE PURPOSE:? Network Consultant - Customer facing technical service desk, graduate engineer (BE / BTech) orhave the knowledge through courses, with adequate knowledge of networking (cisco certifiedpreferred)? Provide technical service desk support to Premium service customers withcomplex solutions and complex SLA requirements in a 24/7 shift based working environmentAuthorization Management:? Receive requests/incidents via managing different communication channels (Remedy, SNOW,ITNOW, Email, and Phone)? Authorizes sender/caller against Authorized List DB with Validation Procedures? Direct and Report unauthorized communications to corresponding Authorized Contacts? Submit requests for adding/removing/updating authorized contacts to correct internal teamIncident and Request Management:? Act as Single Point Of Contact with 24/7 Support for Global Enterprises? Help Desks (Local, Regional, or Global Helpdesks) in 75+ Countries..? Validate requests/incidents against agreed templates to ensure high quality details submitted to next level of support? Acknowledge requests/incidents within agreed Response Time? Identify Requests/Incidents and submit to correct support group? Manage resolutions received from next level of support ensuring clear and high quality communications back to customerKnowledge Management? Maintain good level of knowledge of all different bespoke process/procedure agreed withcustomer/support groups? Know how to get the most updated information and refer to correct documents? Make sure to always be up to date with all the changes in different processes/procedures as they occurService Level Management? Follow up on open incidents/requests according to the agreed milestones? Make sure of contacting correct and relevant Point of EscalationWorld Class Customer Service? Know the size of the Global Enterprises that VGE is dealing with? Realize the difference between the highest Customer Care in local market and the required levelof customer service for Global Enterprises authorized contacts? Understand impact of any small mistake and cost implications (e.g. Penalties)? Provide best quality to our customers and show the value-added of having our serviceCore competencies, knowledge and experience? Fluent English? Knowledge of ITIL framework is a plus? Ability to acquire knowledge and investigate for information? Previous experience within a service desk and customer service environment? Excellent communication Skills? Proficiency in using MS Office applications? Share knowledge with colleagues and the immediate departments? Team player, ability to work in an international and virtual team environment? A strong desire to pursue industry accreditation as part of a continued drive training and development.? Good analytical skills? Ability to perform in dynamic, high-growth & high-uncertainty environments? Ability to provide services to international and distributed virtual teamsMust have technical and professional expertiseEssential:CCNA Preferred with 1 year NOC experience with technical profile background.CCNP is an added advantage.Engineering background. BE/BTECH. CCNA certification or have taken the relevant coursesDesired:Experience in WAN technologies and troubleshooting is an added advantage.Being familiar with the ticketing system#_VOIS

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