Handle support of voice services (primarily MD110 and MX-1) /RVI /RA and all Customer Trouble Tickets. Change and order handling of existing WAN. Support to other NOCs worldwide with certain tools administration
The work is performed in shifts, 24 hours a day, seven days a week
Roles and Responsibilities
Responsible for handling of Customer Trouble Tickets with responsibility for time and quality
Take responsibility that SLA/KPI objectives are being meet according to defined levels
Communicate with sub-contractors/ partners/ customers as well as with various internal units and stakeholders
Analyze, isolate and solve less complex fault issues as well as contribute them to corrective actions. More complex issues after preliminary recognition send to Back Office engineers. Amount of CTT send to BO should not exceed 20 %.
Handling of all Customer Trouble Tickets received by Service Desk.
Coordinating of activities with Field Organizations to solve customer problem. If necessary escalate CTT to Back Office Engineers.
To solve at least 20% of coming CTTs.
Experience and Academic Qualification
Ability to work at odd hours
Very interested in Technology and Communication.
The ability to work constructively under pressure.
Flexibility and ability to work both in a team as well as individually.
Able to perform knowledge transfer.
Customer oriented, Service minded, ready to very close cooperation with Customers
Good communication capabilities
Good knowledge and understanding of Ericsson applications.
Basic Unix understanding
Excellent written and spoken Communication skills
Excellent Team work capabilities
1.1.3Academics and Experience
Technical college or university degree
6 months to 2 years IT industry experience
ITIL V3 foundation certificate preferred
Experience : 0 to 2 yrs
Salary : Not specified
Job Location : Gurgaon
Qualification : Any Graduate
Company Name : Ericsson India Pvt Ltd
Company Address : NA
Company Profile : NA
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