ROLE PURPOSE:

• Network Consultant - Customer facing technical service desk, graduate engineer
  (BE / BTech) or
  have the knowledge through courses, with adequate knowledge of networking
  (cisco certified
  preferred)


• Provide technical service desk support to Premium service customers with
  complex solutions and complex SLA requirements in a ‎24/‎7 shift based working
  environment
  Authorization Management:


• Receive requests/incidents via managing different communication channels (Remedy, SNOW,
  ITNOW, Email, and Phone)


• Authorizes sender/caller against Authorized List DB with Validation Procedures


• Direct and Report unauthorized communications to corresponding Authorized Contacts


• Submit requests for adding/removing/updating authorized contacts to correct internal team

Incident and Request Management:
* Act as Single Point Of Contact with ‎24/‎7 Support for Global Enterprises' Help Desks (Local, Regional, or Global Helpdesks) in ‎75+ Countries..
* Validate requests/incidents against agreed templates to ensure high quality details submitted to next level of support
* Acknowledge requests/incidents within agreed Response Time
* Identify Requests/Incidents and submit to correct support group
* Manage resolutions received from next level of support ensuring clear and high quality communications back to customer

Knowledge Management
* Maintain good level of knowledge of all different bespoke process/procedure agreed with
customer/support groups
* Know how to get the most updated information and refer to correct documents
* Make sure to always be up to date with all the changes in different processes/procedures as they occur
Service Level Management
* Follow up on open incidents/requests according to the agreed milestones
* Make sure of contacting correct and relevant Point of Escalation

World Class Customer Service
* Know the size of the Global Enterprises that VGE is dealing with
* Realize the difference between the highest Customer Care in local market and the required level
of customer service for Global Enterprises authorized contacts
* Understand impact of any small mistake and cost implications (e.g. Penalties)
* Provide best quality to our customers and show the value-added of having our service

Core competencies, knowledge and experience

• Fluent English


• Knowledge of ITIL framework is a plus


• Ability to acquire knowledge and investigate for information


• Previous experience within a service desk and customer service environment


• Excellent communication Skills


• Proficiency in using MS Office applications


• Share knowledge with colleagues and the immediate departments


• Team player, ability to work in an international and virtual team environment


• A strong desire to pursue industry accreditation as part of a continued drive training and development.


• Good analytical skills


• Ability to perform in dynamic, high-growth & high-uncertainty environments


• Ability to provide services to international and distributed virtual teams
  
  Must have technical and professional expertise
  Essential:
  CCNA Preferred with ‎1 year NOC experience with technical profile background.
  CCNP is an added advantage.
  Engineering background. BE/BTECH. CCNA certification or have taken the
  relevant courses
  Desired:
  Experience in WAN technologies and troubleshooting is an added advantage.
  Being familiar with the ticketing system

_VOIS