Excellent Job Opportunity for Network Security /routing Switching

Troubleshoot/Diagnose all Level 1/2 issues from the customers and driving satisfactory resolution of the issues.

Troubleshoot Product, Codes and Configuration issues

Ensure On-Time escalation to L3 and Engineering(R&D) teams

Ensure consistent customer satisfaction

Document all communication with customers in the CRM

Notify/Discuss with L2 /TL/Manager on Tickets that require assistance

Timely handoff (escalation) of cases that require technical or political to L2/L3 TAC

Plan and constantly work on upgrading tech and product expertise. ? Contribute to the knowledge base/ Tech Forum. Ensure to gain Certified Expertise (Certifications) to provide better service

Interface with international customers

Provide remote Technical support on implementation of technology using various networking products& applications and resolve product related issues through research and troubleshooting

To troubleshoot every case (including backlog) assigned and drive towards positive resolution thereby to achieve customer satisfaction

Debugging hardware & software system level problems in a multi-vendor multi-protocol network environment

Evaluate the scope for timely escalation and ensure that customer problems are addressed as per the priority

Document all communication with the customer