Job Title: 1st Line Network Technician

Location: Ahmedabad, Gujarat

Shift timing: 4 days on 4 days off, 2x day shift 9:00 AM to 9:00 PM, followed by 2x night shift 9:00 AM to 9:00 PM IST

Overall purpose of the job:

Running of the Service Desk providing client support with a focus on providing a high level of customer service.

Key responsibilities for this job:

First line support handling customer enquiries and support issues using our ticketing system
Proactive network monitoring of alarms and traps for our customers via our monitoring tools
Troubleshooting circuit faults and working with carriers to achieve fault resolution
Driving fault resolution to ensure SLAs are not breached
Ensure issues are handled effectively by following our SLA Guidelines
Escalation of faults/outages in accordance with procedures
Taking immediate corrective action to restore services
Maintain professional working relationships with customers, suppliers, and work colleagues
Creating incident reports/notifications for customer distribution
Any other fair and reasonable task or duty assigned to you by your Manager, or other senior staff member

Knowledge & Experience Required

Passion for working in the networking field, and eager to learn and progress
Strong customer service focus
Experience working within a customer-focused role
General networking, TCP/IP principles & DNS knowledge
Excellent verbal and written communication skills with a professional phone manner
Flexible approach to work with the ability to work effectively under pressure
Ability to work in a team with little supervision using own initiative
Responsible and willing to take ownership
Positive and professional attitude

Preferred Qualifications

1st Line Network Security Engineer