Customer Service Executive - Customer Service Operations (Customer Service Operations) - B2101_1

Broad outline of the Role

• The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes.

•   Ability to implement, administer, and troubleshoot network infrastructure devices, including firewall, routers, switches.

Purpose - Broad objective of the role

  Knowledge in various networking concepts like TCP / IP, VLAN and switching concepts 

  Should have experience on firewall configuration and troubleshooting (FortiGate, SonicWALL etc.).

  Troubleshooting layers 1, 2 and 3 of the OSI Model  

  Knowledge of Monitoring Tools, Parameters being monitored  

individual contributed

individual contributed in team

Size and Scope of Role - Total team size

individual contributed in team

Minimum qualification & experience

Graduate with 0-3 years of experience
Should have experience on firewall configuration and troubleshooting (FortiGate, SonicWALL etc.).
Troubleshooting layers 1, 2 and 3 of the OSI Model  
Knowledge of Monitoring Tools, Parameters being monitored  
Having skill to handle enterprises customer  
At least 1 years’ experience in Level2 support on router, switch and firewall 

Other knowledge/skills

• Demonstration of problem-solving skills
• Prior experience of providing customer service support in fast paced, high availability, 24X7 environments.
• Maintain awareness of latest technologies in the domain

Key Responsibilities

• Taking ownership of customer issues reported, solving their problems through by providing resolution.
• Researching, diagnosing, troubleshooting, identifying solutions to resolve system/application issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Ensure SLA are achieved and work proactively to maintain the same.

Technical Competencies

  Working knowledge and troubleshooting Network routing Protocols (RIP, OSPF, EIGRP and BGP)

  Strong understanding of network infrastructure and network hardware

  Ability to think through problems and visualize solutions.

  Ability to implement, administer, and troubleshoot network infrastructure devices, including firewall, routers, switches.

  Ability to quickly learn new or unfamiliar technology and products using documentation and internet resource

  Knowledge in various networking concepts like TCP / IP, VLAN and switching concepts 

  Should have experience on firewall configuration and troubleshooting (FortiGate, SonicWALL etc.).

  Troubleshooting layers 1, 2 and 3 of the OSI Model  

  Knowledge of Monitoring Tools, Parameters being monitored  

Knowledge / Skills