About the role
Responsibilities:
- Provide L1.5 technical support to customer employees, partners, and vendors.
- Handle inbound customer calls, tickets, emails, and proactive alerts with a focus on first-contact resolution.
- Resolve 90-95% of interactions within the team without escalation.
- Perform time-critical functions such as BCP activations and retail store support.
- Provide comprehensive support across corporate, enterprise, and government services.
- Handle diverse customer environments, applications, and support processes.
- Collaborate with Major Incident Managers (MIMs) for P1/P2 incidents.
- Support a wide range of products, including (at least one skill is desirable).
- Networking (WAN, SDWAN, Fiber, 4G/5G, Firewalls).
- Devices: Fortinet, Meraki, Cisco.
- Mobile: IoT, Cloud Phone, Mobile Extension.
- Voice: Cloudphone, Voice Connect, Webex, Genesys Cloud.
Requirements:
- Customer-centric mindset with a proactive approach to problem-solving.
- Ability to work independently and collaboratively in a 24/7 environment.
- High attention to detail and commitment to service excellence.
- 2 to 3 years in a technical service desk or 1 or 2 years in a NOC role.
- It is good to have certifications in networking (e. g., CCNA, SDWAN), Microsoft, or ITIL.
- Experience supporting enterprise environments and working with ticketing systems.
- Strong documentation and communication skills.
- Operate at a Level 2 support capability.
- Strong troubleshooting skills across Telco and IT domains.
- Ability to engage in technical conversations with enterprise-level customers.
- Experience working with vendors for advanced issue resolution.
- Responsible for maintaining high first-contact resolution rates across our Corporate, Internal, and After-Hours Service Desk functions.
- Excellent communication skills and the ability to work independently in a fast-paced, customer-focused environment.
- Networking: TCP/IP, DNS, DHCP, VLANs, BGP, OSPF, MPLS, VPNs; Cisco, Juniper routers and switches; SD-WAN platforms (e. g., Cisco Viptela, Fortinet); voice, mobile.
- Data Connectivity: Enterprise internet, fiber, copper, and wireless last-mile technologies.
- ITSM tool: ServiceNow
Additional:
- 24 x 7 work from office shift.
- 8x7 shift-based support, with weekend and holiday support on a requirement basis.
- Excellent customer-facing skills.
- Excellent written and verbal communication skills.
- Strong attention to detail and outstanding analytical and problem-solving skills.