Sr. Customer service Executive-Service Assurance Customer and Backbone trouble shooting through NMS tool Working knowledge and troubleshooting Network Protocols (RIP, OSPF, EIGRP and BGP) Configure Verify router hardware and software operation using all commands Knowledge in various networking concepts like TCP / IP, VLAN and switching concepts. Troubleshooting layers 1, 2 and 3 of the OSI Model. Knowledge of Monitoring Tools, Parameters being monitored. Creation of implementation standards and configuration templates. Management of Firewall policy managers. Having skill on different firewall (FortiGate, SonicWALL.) Purpose -Experience candidate Technical : MIS reporting IP networking Knowledge, ALU, ECI,CISCO ,Huawei NMS knowledge. TTSL Vendor Equipment Knowledge Size and Scope of Role - Individual Proactively monitor incoming alerts Having skill to handle enterprises customer. At least 2 years' experience in L2 support. CCNA / CCNP certification will be an added advantage Size and Scope of Role - Individual role Individual Role Minimum qualification & experience Graduate with 3-4years of experience Other knowledge/skills Demonstration of problem-solving skills Prior experience of providing customer service support in fast paced, high availability, 24X7 environments. Maintain awareness of latest technologies in the domain Key Responsibilities Taking ownership of customer issues reported, solving their problems through by providing resolution. Researching, diagnosing, troubleshooting, identifying solutions to resolve system/application issues. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams Ensure SLA are achieved and work proactively to maintain the same. Technical Competencies: Transmission&IP Good with technical concepts and understanding on handling the incident management. Hand on experience on ECI NMS, Tejas NMS, Alcatel NMS and Switch. 1] Sound knowledge on ECI NMS & Tejas (SDH & Packet). 2] Sound knowledge on ALU NMS. 3] Knowledge on PRI and ZTE NGN/ UT Star Platform. 4] Experience on SOC-L3 profile on Incident Handling and customer handling. Knowledge / Skills: Transimission&IP Communication Skills
