Job Purpose

This position is responsible for handling all types of customer’s complaints, ensuring that customer complaints are resolved within the MTTR objective and as per SLAs. Maintaining close monitor on the email correspondence from corporate customers and ensure timely response from the NOC and follow-up and ensure customer satisfaction.

Key Responsibilities

• Network Support service desk for Corporate Customers.
• Cordially Welcome the customer calling into the Call Center number
• Acknowledge the customer, identify, and isolate the customer’s problem concerns.
• Open a Trouble Ticket through the ticketing system and provide customer the Trouble Ticket No. as reference. (Trouble ticket reference number shall be communicated to the customer via email by the Trouble ticketing system)
• Provide Level-1 support and attempt to resolve the problem. Network Controller tries to resolve the issue online/locally. If problem is resolved by Network Controller, the remedial actions taken are recorded on TT.
• In case the problem is resolved locally, customer is informed verbally & entry is made.  TT is then closed.
• If the problem cannot be resolved by Network Controller, he/she shall discuss the issue with the team leader.
• Team leader will examine the nature of the problem and attempt to resolve it. If in the opinion of team leader, the issue requires expert help then he/she will escalate the trouble ticket to Shift Engineer for Level-2 support or refer the Trouble Ticket back to respective call center to dispatch field engineer for field diagnostics. 
• If the problem is not resolved by the team leader, the trouble ticket shall be further escalated to the Shift Engineer.
• NOC will inform customer, on requirement to perform onsite diagnosis and obtain clearance from customer about timings for attending the problem at site. In this case the Trouble ticket shall be assigned to the Field Services Group Supervisor to assign resource as per requirement.
• If the Field Service Engineer is not available to attend the case, the trouble ticket shall be put on halt with appropriate reason until the resource is made available.
• If the customer is requesting to send the Engineer next day, the trouble ticket shall be put on halt until next day.
• Field Service Engineer /Network Technician will perform diagnostics and remedial actions taken to solve problem will be communicated to the concerned NOC. Noc agent will update the update the trouble tickets as per the updates received from the Field Engineer and close the trouble ticket after monitoring the service.
• If the customer is requesting to monitor the service for 24 hours, the ticket shall be put on halt with mentioning the appropriate reason and shall be auto closed in 24 hours.
• In the event of major outages affecting many customers, to notify Zajil / KEMS Management and also coordinate with the stake holders to facilitate the resources towards service restoration.
• Timely updates by email to customers in the event of major outages affecting many customers.
• Notify the customers via email when the major outage over and the services are recovered.
• Proactive monitoring of top 65 customer’s critical links.
• To ensure the NOC has the important link displays in the NOC to facilitate the monitoring of the important customer links.

Skills

Education:

·       Bachelor’s Degree in Information Technology, Computer Science, Computer Engineering, or any related fields

Knowledge

• Routing protocols.
• Switching protocols (VLAN and private VLAN).
• IP services (HSRP)
• Basic Hardware experience with Cisco, Huawei, Juniper.
• Cisco certified

Experience:

·       3 - 5 Minimum of 1 year of experience, within telecom or ISP service providers

• High communication skills
• Excellent English language
• Customer focused
• Team oriented
•  Problem-solving thinker
• Able to work under pressure