Women's Hiring for Voice Service Desk Agent (Networking)(Technology Support Specialist role)

Please complete the assessment before 8th September to proceed to the next stage.

Role- Technology Support Specialist -Voice Service Desk Agent (Networking)

Experience-2-3 Years

Location-Pune

Education-Graduation

Notice Period-0-15 Days only

Job Description:

Roles and Responsibilities:

- Provide L1.5 technical support to Customer employees, partners, and vendors
- Handle inbound customer calls, tickets, emails, and proactive alerts with a focus on first-contact resolution
- Resolve 9095% of interactions within the team without escalation.
- Perform time-critical functions such as BCP activations and retail store support
- Provide comprehensive support across Corporate, Enterprise, and Government services.
- Handle diverse customer environments, applications, and support processes.
- Collaborate with Major Incident Managers (MIMs) for P1/P2 incidents.

Support a wide range of products including (At least one skill is desirable)

- Networking (WAN, SDWAN, Fibre, 4G/5G,Firewalls)
- Devices: Fortinet, Meraki, Cisco
- Mobile: IoT, Cloud Phone, Mobile Extension
- Voice: Cloudphone, Voice Connect, Webex, Genesys Cloud

Skill / Competencies / Experience:

ESSENTIAL

- Customer-centric mindset with a proactive approach to problem-solving.
- Ability to work independently and collaboratively in a 24/7 environment.
- High attention to detail and commitment to service excellence.

PREFERRED

- 2 to 3 years in a technical service desk or 1 or 2 years in a NOC role
- Positive to have Certifications in networking (e.g., CCNA,SDWAN), Microsoft, or ITIL are advantageous.
- Experience supporting enterprise environments and working with ticketing systems.
- Strong documentation and communication skills.
- Operate at a Level 2 support capability
- Strong troubleshooting skills across Telco and IT domains.




- Ability to engage in technical conversations with enterprise-level customers.
- Experience working with vendors for advanced issue resolution.
- Responsible for maintaining high first-contact resolution rates across our Corporate, Internal, and After-Hours Service Desk functions
- Excellent communication skills, and the ability to work independently in a fast-paced, customer-focused environment.
- Networking: TCP/IP, DNS, DHCP, VLANs, BGP, OSPF, MPLS, VPNs; Cisco, Juniper routers and switches; SD-WAN platforms (e.g., Cisco Viptela, Fortinet), Voice, Mobile.
- Data Connectivity: Enterprise internet, Fiber, copper, and wireless last-mile technologies.
- ITSM tool- ServiceNow

ADDITIONAL

1. 24 x 7 work from office shift
2. 8x7 shift-based support, weekend and holiday support on requirement basis
3. Excellent customer facing skills
4. Excellent written and verbal communication skills
5. Strong attention to detail and outstanding analytical and problem-solving skills.

REGISTRATION PROCESS:

The Candidate ID & SHL Test (AMCAT ID) is mandatory to attend the interview. Please follow the below instructions to successfully complete the registration. (Talents without registration & assessment will not be Considered for the next stage).

Candidate ID Registration process:

STEP 1: https://career.infosys.com/joblist

STEP 2: Click on "Register" and provide the required details and submit.

STEP 3: Once submitted, Your Candidate ID (100XXXXXXXX) will be generated.

STEP 4: The candidate ID will be shared to the registered Email ID.

SHL Test (AMCAT ID)



Registration process:

This assessment is proctored, and talent gets evaluated on Basic analytics, English Comprehension and writex (email writing).

STEP 1:

https://amcatglobal.aspiringminds.com/?data=JTdCJTIybG9naW4lMjIlM0ElN0IlMjJsYW5ndWFnZSUyMiUzQSUyMmV

( Please copy this link, paste it into your Google search bar, and click on the result.)

STEP 2:

Click on "Start New Test" and follow the instructions to complete the assessment. When prompted to select a unit, please choose TSO to proceed further.

STEP 3:

Once completed, please make a note of the AMCAT ID (Access you Amcat id by clicking 3 dots on top right corner of screen).

NOTE:

- During registration, you'll be asked to provide the following information:
- Personal Details: Name, Email Address, Mobile Number, PAN number.
- Availability: Acknowledgement of work schedule preferences (Shifts, Work from Office, Rotational Weekends, 24/7 availability, Transport Boundary) and reason for career change.
- Employment Details: Current notice period and total annual compensation (CTC) in the format 390000 - 4 LPA (example).
- Candidate Information: 10-digit candidate ID starting with 100XXXXXXX, Gender, Source (e.g., Vendor name, Naukri/LinkedIn/Found it, or Direct), and Location
- Interview Mode: Walk-in
- Attempt all questions in the SHL Assessment app.
- The assessment is proctored, so choose a quiet environment.
- Use a headset or Bluetooth headphones for clear communication.
- A passing score is required for further interview rounds.
- 5 or above toggles, multi face detected, face not detected, or any malpractice will be considered rejected
- Once you've finished, submit the assessment and make a note of the AMCAT ID (15 Digit) used for the assessment.
- The interview will be conducted as per the scheduled invite ONLY

Regards,

Infosys BPM Recruitment team

📌 Women's Hiring For Voice Service Desk Agent (Networking) (Pune)
🏢 Infosys BPM
📍 Pune