VB Network Specialist

Job description / Role

Role Purpose:
Network Specialist - Customer facing technical service desk, graduate engineer (BE / BTech) or have the knowledge through courses, with adequate knowledge of networking (cisco certified preferred). Role purpose is to provide technical service desk support to Premium service customers with complex solutions and complex SLA requirements in a 24/7 shift based working environment

Key accountabilities
• To initiate diagnostics and perform pro-active analysis for all faults.
• Will perform root cause analysis for network alarms
• Support the day to day operations with Change & Fault management by adopting ITIL industry standards.
• Responsible for adhering to SLA and ownership on Incidents throughout the life cycle.
• Responsible for transferring tickets to L2 engineers and other necessary respective teams for problem resolution
• Responsible for adhering to process framework outlined for profile.
• Zero misses on process and escalations
• To coordinate with Vendors and 3rd Parties on priorities based in situation and impact to customer business
• To understand the business impact and sensitize the reported or proactively observed fault/issue and carry out proper much needed escalation within the management
• Ensure customers are regularly updated about the ongoing issues.
• Individual has to be confident and should be able to handle customer effectively (Individual would need to join customer bridge calls for troubleshooting or during an escalation to keep customer appraised of progress)
• Individual should effectively multi task and also is responsible for queue management

Requirements

Technical Skills:
• Essential: CCNA Certificate is a must with 1 year NOC experience with technical profile background. CCNP is an added advantage.
• Desired: Experience in WAN technologies and troubleshooting is an added advantage. Very Good customer handling skills and Communication should be very good as we deal with Customers across the GLOBE
• Desired: Candidate should have engineering background. BE/BTECH. CCNA certification or have taken the relevant courses.
• Individual should have good communication and should be really good at handling customers
• Should be good at multi-tasking.
• Individual should also be a team player and should be good enough to handle stress during multiple faults and at the same time should have patience to cope up with customer.
• Should be smart and quick thinking and should have methodical/logical approach towards troubleshooting,
• Should be hungry for success and future growth with goals set already.
• Should be quick learner and good at adapting to situations
• Leadership/ Team Handling experience: Should be a team player
• Language skills: must be fluent in both written and Spoken English

About the Company

At Vodafone, we are known for our technology, but the truth is, it is humanity that drives our business forward. With the global pandemic raising so many questions for tech brands, it has highlighted the leading role that we need to play.

We believe that, when working together, humanity and technology can find the answers and create a better future for all.

Working at Vodafone is all about helping people feel ready to benefit from new technology. We bring the future to even the most remote places, using technology to help families in disaster zones, showing young people that a phone is not just for fun and thinking about technology that doesn’t even exist yet.