Position Summary

Resolving first, second and third level support problems; 75% of which will be resolved without escalation.
Escalating to the relevant Engineering team as required, promptly following procedures and ensuring management is updated accordingly.
Ensuring the customer and ticket is up to date at all times on incident progress.
Maintain, troubleshoot and co-ordinate replacement of faulty hardware.
Involved in the execution of client change requests in a timely manner as planned by Customer Account Manager, Engineering and Command Centre Manager.
Escalation of critical issues/outages to Command Centre Manager and Customer Account Manager as per procedures.
Provide detailed feedback to other groups on all incident resolutions, ensuring full details are entered into ticket case notes.
Daily review and action of open cases; updating Command Centre Manager on current cases and their status as appropriate.
To provide comprehensive handovers to peers at the end of shift.
Attend Daily Operations and Change Review meetings as required.




Logging cases to 3rd party vendors requesting assistance on unresolved issues.

Minimum Requirements

Confident and Skilled dealing directly with customers.
Outgoing team player with the ability to liaise with other team members and take the lead on decision making.
Positive and Pro Active attitude.
Working knowledge/understanding of Microsoft products.
Troubleshooting basic Server problems.
Ability to work under pressure.
Supportive and committed team player.
Experience of using Ticket Management tools.
Escalations are performed within the SLA timescales.
Positive commutations with customers is required throughout incident lifecycles.
Engineering and Senior Management are kept abreast of appropriate escalations.
Analytical skills.
Have excellent written and verbal communication skills.
Be organized and be able to work under pressure.
Detailed working knowledge of a range of networking and security technologies, including:
Cisco

📌 Senior Network Consultant I Noida
🏢 Lumen Technologies India
📍 Noida