Other Specification:

• Bachelor’s Degree in any discipline with 2+ years of experience in support function.
• Experience with a diverse range for Monitoring Suites not limited to Nagios & Cacti
• Good problem management, troubleshooting and analytical skills.
• Highly motivated and able to meet scheduled deadlines in a fast-paced, service-driven environment.
• Proven strong customer service oriented.
• Willingness to undertake additional projects and responsibilities.
• Flexibility with working hours (On / Off hours as required)
• Willing to visit customers extensively (for meetings & troubleshoot)
• Ability to communicate and engage effectively, verbally and in writing, in English with customers and colleagues.
• Should have Two wheeler.

Job Description:

• Solve customer’s technical issues remotely or on-site. Ensures customer satisfaction with follow ups by visits & calls.
• Ability to handle the task of Link Provisioning & VLAN Configuration.
• Handle level-appropriate customer support requests via ticket system.
• Create and maintain customer loyalty by serving customers above and beyond their expectations.
• Respond to customer's enquiries relating to information, and fault calls resolving as many queries as possible on the first interaction.
• Track enquiry resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on initial interaction.
• Identify and escalate problems affecting a number of customers or influencing the timely resolution of customer’s enquiry. This would include escalations to the team leader and other support, sales, or resolver groups as appropriate.
• Engagement in additional projects or areas of responsibility that will improve the team's performance.
• Proactively contribute to the sub-ordinates and the achieve teams & department goals.
• Other responsibilities as assigned by the supervisor.

Source: Merojob

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