About the role
- Responsible for 100% customer service, satisfaction and maintenance of network elements on field in the designated area
- Assume overall responsibility for ensuring 99.99% Customer Uptime
- Ensure that BONU’s and BONT’s (Switches) in the network are maintained as per norms
- Ensure support for timely connectivity for all the cross functional teams
- Maintain the network database and submit the required report to the manager on regular intervals
- Attend customer complaints on field and give quality resolution within the TAT
- Provide timely resolution of technical complaints through analysis/ troubleshooting
- Monitor NMS through SMS/ mails and take appropriate action based on the events
- Analyze repeat complaints and ensure implementation of corrective measures through escalations if required
- Avoid Churn of customers through better service within the SLA or commitment
- Responsible for process adherence
- Provide structured feedback to management to provide permanent solutions to improve service level
Requirements
- Hands on experience in Troubleshooting of Networking and Hardware