You will be responsible for the day-to-day operations, maintenance, administration, configuration, problem resolution and/or technical support for voice and data infrastructure related hardware and software. This position is responsible for technical troubleshooting and leadership skills to be able to recover from complex network problems to restore service. It also involves consulting with clients, hardware/software vendors and various voice/data support groups. Includes direct technical support for all products delivered in this 7x24 hour environment. Responsible for monitoring and responding to technical hardware and software problems utilizing a variety of tools and techniques in support of the routers, servers, gateways, etc. They may oversee routine hardware/software audits, ensure adherence to company security/compliance policies and maintain telephony application and/or hardware/software configuration documentation.

Your responsibility includes:

• Contribute to Global Customer Service Centre goals of providing world-class customer service
• Work closely with internal and external technical teams/organizations and leadership to resolve customer issues.
• Ensure world-class customer satisfaction through proactive communication of all problems.
• Act as an interface to customers, accepting trouble reports and dispatching them to appropriate personnel and/or carriers.
• Actively troubleshoot and diagnose problems using industry-standard tools such as Iris, Wireshark.
• Interact with internal/external teams/vendors and customers to report events and/or the resolution of events.
• Escalate or handoff tickets to appropriate groups or centers.
• Ability to fully document information in Trouble Ticketing application.
• Possess excellent communication skills.
• Utilize tools available – manuals, web-based documentation, and lab
• Ability to follow instructions - both written and verbal.
• Ensure problems are satisfactorily resolved in a timely manner with a focus on providing a high level of support for all customers to contribute to positive customer satisfaction.
• Utilize different technologies such as smart chat, Nuance (customer chat), Q messenger.
• Support leadership in transitioning in new deals (Gatekeeper Requests) and writing desk level procedures for the team.
• Train new agents on customer service, tools and process and procedure.

Eligibility Criteria

• Worked with routers, switches, VOIP, WAN, LAN. (Cisco, Edgewater)
• Worked with network topologies such as ISDN, Frame Relay, T1, T3, DS3, ATM, OC-N, SONET, DWDM, and xDSL.
• Worked with different protocols such as TCP/IP, ICMP, UDP, SNMP, SMTP, RIP, OSPF, EIGRP, BGP, MGCP, H323, SIP
• Familiar with network monitoring tools and ticketing systems such as Remedy, Netcool, HP Openview, SMARTS, Prognosis, and CA Unicenter
• Understanding of LAN and WAN Internetworking Devices: Functions of Internetworking, Linking Devices (Routers, Switches, and Gateways. Configuring, Routing IP Addresses, and Subnetting.
• Desired experience with Internet services such as DNS, Radius, etc.
• Required Intermediate level knowledge working within configuring Cisco Router and Switches as well as Ribbon (Edgewater routers), experience with Cisco Unified Communication System, VoIP Gateways and Unified Messaging.
• Desired knowledge working with the following:
• Web caching, Content networking, Video over IP, and TDM Switches.
• Working experience with multi-vendor firewall and VPN devices such as Cisco PIX, ASA, ACS, Check Point, Netscreen, Nortel Contivity, etc.

Competence:

• Excellent Customer Service Skills
• Excellent Written and Verbal Communication Skills
• Self-managing, self-directing
• Quick to Learn New Skills
• Team Worker
• Intermediate to Advanced Analytical Skills
• Persistent with Tasks
• Calm and Patient Under Pressure
• Knowledge of Customer Networks including any and all technologies.
• Proficient in multitasking.

Education and certification:

• Bachelor of Engineering / Bachelor of Technology or equivalent
• Multiple certifications are desired including but not limited to the following: CCNA, CCNP, CCVP, and CCIE.