Experience: 1- 4 years

Location: Hyderabad - Lanco hills

JOB PURPOSE

Provide moderately complex technical support to clients via email, phone or other methods. Possess a good understanding of company's products and services, to include broadband, enterprise, network monitoring, and processing maintenance requests. Knowledgeable of concepts, practices and procedures associated with each product and service.

Escalate complex issues to senior level Tier 2 or Tier 3 personnel as required. Reports to Supervisor or Manager but must be capable of making decisions and following through to resolve issues and restore customer service.

DUTIES AND RESPONSIBILITIES

➢ Process incoming maintenance requests on a 24x7 basis, determining if dispatch is required, and following through to ensure dispatch has been scheduled

➢ Provide 1st and 2nd level phone support for NMS tickets

➢ Experience with desktop operating systems including Windows and Unix/Linux

➢ Diagnose and resolve technical hardware and software issues involving internet connectivity, LAN/WAN

➢ On a 24x7 basis, utilize existing tools and systems to update customers in a timely fashion on all open tickets daily

➢ On a 24x7 basis, utilize existing tools and systems to properly progress open tickets to closure

➢ Respond in a timely manner on all proactive monitoring alerts and ensure progression is tied to contracted SLA's

➢ Provide instant message NMS support to Technical Support agents (both internal and external)

➢ When appropriate, escalate complex issues to Tier 2 or Tier 3 in a timely manner

➢ Coordinate responses and communication during outages under the direction of Senior-level Tier 2

➢ Suggest methods to improve area operations, efficiency, and customer service





➢ Build and maintain relationships with all NOC teams and perform all other tasks as assigned

QUALIFICATIONS

➢ 1+ years of 7 x 24 NOC experience, or equivalent education

➢ Previous Help Desk/Technical Call Center experience required

➢ Advanced PC/laptop software knowledge and skills, including installation, configuration, and troubleshooting

➢ Understanding of common Internet protocols, including TCP/IP and DNS

➢ Solid customer service and communication skills (both oral and written) and demonstrated ability to work as a team player

➢ Demonstrated ability to effectively manage and prioritize multiple tasks

➢ Effective interpersonal skills for interaction with all levels of staff, clients, vendors and consultants even in stressful situations

➢ A working knowledge of the systems, tools, and processes required to perform assigned tasks

➢ Experience and accuracy in configuring and troubleshooting the complete line of products and services

➢ A working knowledge of SageNet's network architecture, including hub, server, and NMS components

➢ Basic understanding of both Windows and Unix based platforms

➢ Demonstrated attendance reliability through history of minimal unplanned absences

➢ Flexibility to work any shift including holidays, weekends and nights, both on a semi-permanent or rotating basis as required

➢ High School Diploma, College preferred

➢ Network+, A+, CCENT, or CCNA preferred

WORKING CONDITIONS

➢ Corporate business office space

➢ Business casual working environment

➢ Shift work

PHYSICAL REQUIREMENTS

➢ Be able to sit for long periods of time without any problem

➢ Consistent use of hands and fingers for typing

➢ Consistent use of eyes to analyze spreadsheets, ticketing system, and web on computer screen.

📌 NOC Associate (Hyderabad)
🏢 Sutherland Global Service
📍 Hyderabad