Technical Specialist
Job Description (Posting).
ROLES AND RESPONSIBILITIES 6.
5.
1 TIER 16.
5.
1.
1
Responsibilities:
Track performance and log Reason For Outage (RFO) Initiate Triage process / initial diagnostics (review automation findings and manually validating) Check circuit and order history Reference manually and assign all child incidents that are related to an High Level Outage (HLO) Handle Letter of Authority (LOA) circuits Create manual telco and external incidents to further isolate the fault and send comments Review and respond to incident notifications / Next Action Due (NAD) Pull physical/ logical performance monitoring stats and alarm handling Provide regular technical status update for incidents and scrub incidents Provide instructions for Customer to follow to troubleshoot their equipment (Test Assist) Initiate Return Material Authorization (RMA) (Sourcing replacement) process Perform head-to-head testing with telco Lead and/or participate on vendor meet conference/bridge calls with vendors or internal teams (e.
g.
SOC) Engage Tier 2 on higher level issues Refer incidents out to Field Ops for dispatches Perform Monitor Service Resolve incident and determine RFO Participate in Customer service reviews as required (SIP, QBR) Provide input into postmortem reviews Provide summary on ticket via SEANR (Summary Escalation Action Next Step Resolution) template Engage provisioning team to redesign route where needed 6.
5.
1.
2 Skill set required:
Bachelor s degree preferred or relevant work experience.
Strong Customer service and support skills.
Strong written / verbal communication.
CCNA level preferred (1.
) To provide support for on call escalations and doing root cause analysis of given issue (2.
) To independently resolve tickets within agreed SLA of ticket volume and time (3.
) To adhere to quality standards, regulatory requirements and company policies (4.
) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.
) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases Recommended Skills Automation Cisco Certified Network Associate Communication Customer Experience Customer Service Diagnostic Skills Estimated Salary: $20 to $28 per hour based on qualifications.
ROLES AND RESPONSIBILITIES 6.
5.
1 TIER 16.
5.
1.
1
Responsibilities:
Track performance and log Reason For Outage (RFO) Initiate Triage process / initial diagnostics (review automation findings and manually validating) Check circuit and order history Reference manually and assign all child incidents that are related to an High Level Outage (HLO) Handle Letter of Authority (LOA) circuits Create manual telco and external incidents to further isolate the fault and send comments Review and respond to incident notifications / Next Action Due (NAD) Pull physical/ logical performance monitoring stats and alarm handling Provide regular technical status update for incidents and scrub incidents Provide instructions for Customer to follow to troubleshoot their equipment (Test Assist) Initiate Return Material Authorization (RMA) (Sourcing replacement) process Perform head-to-head testing with telco Lead and/or participate on vendor meet conference/bridge calls with vendors or internal teams (e.
g.
SOC) Engage Tier 2 on higher level issues Refer incidents out to Field Ops for dispatches Perform Monitor Service Resolve incident and determine RFO Participate in Customer service reviews as required (SIP, QBR) Provide input into postmortem reviews Provide summary on ticket via SEANR (Summary Escalation Action Next Step Resolution) template Engage provisioning team to redesign route where needed 6.
5.
1.
2 Skill set required:
Bachelor s degree preferred or relevant work experience.
Strong Customer service and support skills.
Strong written / verbal communication.
CCNA level preferred (1.
) To provide support for on call escalations and doing root cause analysis of given issue (2.
) To independently resolve tickets within agreed SLA of ticket volume and time (3.
) To adhere to quality standards, regulatory requirements and company policies (4.
) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.
) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases Recommended Skills Automation Cisco Certified Network Associate Communication Customer Experience Customer Service Diagnostic Skills Estimated Salary: $20 to $28 per hour based on qualifications.
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