Our Client is a leading FTSE Company with a profitable turnover of more than 20 billion pounds. They are the world`s most established communications company, employing around 100,000 people in 170 countries around the world.

Their principal activities include:

- Networked IT services globally
- Local, national and international telecommunications services
- Broadband and internet products and services
- Converged fixed/mobile products and services

They are known globally as a major technology player - pioneering the digital advances that are shaping and driving the information age,helping people create, collaborate and communicate better than ever before.

Specialties: Telephony, Networking, Cloud Services, Unified Communications

Skills required for the job
Qualifications :
? Minimum Graduation, or equivalent professional qualifications or experience;
? CCNA certified with strong technical skills

Skills/Experience:

? 1st level Troubleshooting skills for LAN/WAN/WLAN
? Expertise on troubleshooting with ISP/Service Providers for Circuit related problems.
? Able to coach and enable team members to achieve their role (non-technical and technical training)
? Ability to champion best practice within the unit through awareness of and adherence to process and procedures
? Ability to support Major Incidents as Incident Commander
? Excellent written and spoken English language skills
? Ability to liaise with Internal and External customers and suppliers at any level
? Good customer interfacing skills.
? Strong communication and interpersonal skills.
? Ability to work under tight timescales
? Sound knowledge of client back-end systems and network management tools
? Able to work with little or no supervision and with limited technical support.?

What I’ll be doing – your accountabilities
? Works on the customer service Desk in Gurgaon and pro-actively responds to customer faults within defined service levels.
? To deliver operational service in 24/7 work environment
? Incident queue monitoring to manage customer requests and queries
? Direct engagement by phone with the end client for clarification of information/conformation of completion of request
? Managing 3rd party suppliers for Incident resolution -PSTN Provider, Field support team, Cisco TAC.
? Escalation of Incidents in jeopardy of completion within defined service level to Operations Manager for onward resolution
? KCI (Keeping customer informed) using phone on Incidents to provide continuous and timely feedback to the end client on progress
? Initiate and Support Special Incident Investigation and Incident analysis report
? Updating all associated activity logs on incidents including updates, ticket suspension, completion and closure
? To maintain the Incident queue as low as possible to ensure maximum attention to each and every customer request or query.
? To attend various workshops and training events arranged by the operations manager to improve the technical skills.