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Integrated Service Desk

Bengaluru, Karnataka, India

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Integrated Service Desk (ISD) Engineer will perform a multi-functional maintenance role in support of WAN/LAN, SDWAN, Wireless technologies, performance monitoring and skilled in supporting Global Customers. ISD Engineer will be the Single Point of Contact for the network issues proactively detected or reactively reported by the customers. To perform this function, a multitude of support centers, vendors, customer, tools, processes, telephone and systems will be utilized to bring the issues to resolution.

Roles and Responsibilities:

Roles and Responsibilities: • Primary responsibility is customer service and support. • SPOC for Customer, Customer communication • Being present and available to clients requiring technical assistance. • Respond to email and inbound calls and also need to make out calls where ever its required. • Become familiar with each client and their respective applications. • Provide 24x7 Support for monitoring incident alerts through device management tool. • Interface with Local customer Site Contacts, Customer NOC & Vendors. • Understand, analyze and troubleshoot incidents to ensure resolution. • Own Site Level issues. • Update the ticketing tool with regular updates. • Interface with transport team to work with PTT/ISP for Circuit break fix • Follow appropriate escalation matrix to restore the services • Performance Monitoring o 24x7 Monitoring of Bandwidth utilization monitoring o Tracking of Notification of Threshold breaches across multiple service lines including WAN/Hosting/Storage. o Analyze Technical data, Application traffic per site and user and major contributors and root cause of high utilization. o Customer notification of Top Talkers, Utilization and Traffic Analysis reports. o Partner with LCM Engineering/Architects to reroute traffic. o Traffic Analysis & Reports for LCM team for specific sites.

Key Competencies and Skills:

• General Requirements: o Professional approach and helpful attitude; good interpersonal skills and ability to work well with others. o Ability to utilize the applications for Microsoft Office for support, reporting and documentation. o Excellent oral and written communication skills. o Ability to provide technical support over the phone; good voice call handling skills, professional demeanor, previous customer service experience strongly desired. o Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it. o Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations. o Creativity. Ability to think around problems and come up with creative solutions is helpful. o Technical skills Very Good Knowledge on WAN, LAN & Wireless Technologies o Basic knowledge on SDN/SDWAN – Viptela, Velocloud, Silverpeak or 128T o Experience in LAN Switching, WAN Router protocols, routing and configuration o Working knowledge on TCP/ IP, Layer 2 & Layer 3 Switches, Leased Lines o Working knowledge Wireless Network & Wireless Security o Basics of VPN and Firewall, Routers, Switches configuration, Configuration and Customization of IP routing gateways. o Information about Fiber Optics Cables and Fiber Optics Terminating devices. o Hands on in using the Network monitoring and performance monitoring tools like Ethereal, Route Explorer, Net Flow, Wireshark, Nessus, Netbrain, SolarWinds etc., o Identifying the top users, top applications, ports, type of traffic etc., using the monitoring tools o Knowledge on Transport technologies such as MPLS, Metro Ethernet etc. o NOC experience would be added advantage. Service oriented and customer focus. o Hard working, strong problem-solving skills with creative and analytical mind set o Good verbal and written communication skills

Education and Qualifications:

2 to 5 years of experience in Technical Service desk as network engineer, Incident management team, NOC, Networking, Telecommunication. ITIL & CCNA/CCNP certification would be an added advantage.
Job ID 1910746-1I Date posted 08/13/2019

Interesting to work with AT&T which always expected their employees to groom.

Pros

You will always get the credit for your work and also will be appreciated. Even in this much of big team you will always be recognisable.

Cons

Deadlines they are giving is very short period. So, always need to extend our times in the office and sometimes need to work on holidays.

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