The Network Associate is responsible for managing and maintaining the technical network infrastructure within a call center environment. This role ensures consistent uptime and optimal performance of all network components, supporting the smooth operation of call center applications. The position involves troubleshooting network issues, assisting call center staff with network-related queries, and collaborating with IT teams to enhance overall system efficiency.
Key Responsibilities
Network Management:
Monitor network performance within the call center to promptly identify and resolve issues. Maintain critical infrastructure including routers, switches, VoIP systems, and firewalls. Support and optimize call routing and Interactive Voice Response (IVR) systems to ensure seamless communication. Ensure uptime and performance stability for both local and remote call center operations.
Technical Support:
Provide level 1 and level 2 support for network-related incidents, addressing connectivity problems affecting end-users. Assist in diagnosing hardware and software issues on networked devices within the call center. Coordinate with senior network engineers and external vendors for escalated technical problems.
Configuration & Maintenance:
Configure and deploy network equipment, including firmware updates and implementation of network protocols. Manage network access controls and security protocols to protect data and ensure compliance with regulatory standards. Conduct regular maintenance and security audits to identify and mitigate vulnerabilities.
Documentation & Reporting:
Maintain comprehensive records of network configurations, changes, and updates. Prepare detailed reports on network status, downtime, and incident resolutions for management review. Document troubleshooting procedures clearly to support future reference and knowledge sharing.
Training & Collaboration:
Provide guidance and training to call center staff on network-related tools and best practices. Collaborate with IT and network teams to implement system upgrades and improve overall network efficiency.
Required Qualifications
Education:
Bachelor’s degree in Computer Science, Information Technology, Network Engineering, or a related field, or equivalent practical experience.
Experience:
1-2 years of experience in network administration or a similar role. Experience in a call center environment is advantageous.
Certifications:
Certifications such as CCNA, CompTIA Network+, or other relevant network certifications are preferred.
Technical Skills:
Proficiency in network configuration, hardware troubleshooting, and networking protocols including TCP/IP, DHCP, and DNS. Experience with network monitoring tools such as SolarWinds or Nagios. Familiarity with VoIP technologies, call center applications, and IVR systems.
Soft Skills:
Strong analytical and problem-solving abilities. Effective communication skills to convey technical information to non-technical staff. Ability to work independently and collaboratively in a fast-paced, high-pressure environment.
Other Skills:
Basic scripting knowledge in Python, Bash, or similar languages is a plus. Willingness to work on-call shifts as needed to support network operations.
Job Type: Full-time
Salary: Rs50,000.00 - Rs60,000.00 per month
Work Location: On-site (in person)
Skills
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