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 Professional 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 net

📌 Network Consultant II (Bengaluru)
🏢 Lumen Tech
📍 Bengaluru