Respond to Customer’s requests raised via email
Logging Tickets on Ticketing System, Updating Ticketing System with the latest on all tickets, following internal SOPs based on Industrial Standards.
Handling basic Tickets as per In house Applications/Systems basic understanding
Escalating Tickets to relevant teams at 2nd Line
Follow up on Opened Tickets Internally as per SLAs till resolution
Updating Customers with progress as per SLAs
Tickets Reports and Analysis on Daily, Weekly and Monthly basis
NMS Monitoring (Basics):
Real time monitoring on NMS, and escalating Alarms as per severities with relevant teams
Investigate and compile data on repetitive alarms
Escalate any risks in Operations on the basis of repetitive alarms with 2nd Line Support / TechOps Lead
Follow up with responsible persons for resolving escalated/pending alarms
Required Key Skills:
Microsoft Excel/Word proficiency, Good English Communication, Professional Email ethics.
Additional preferred skills:
ITIL (Incident/Change Management) understanding, Understanding/Skills in Networks/GSM/SS7 (particularly SMS) is a plus.
Up to 1 year 1st line support / Customer Support experience in IT/Telecom Industry’s Operations.
Zeta Technologies is a young yet energetic company backed by pool of seasoned professionals having over a decade of experience in providing IT and Telecom services which is reliable, professional and sensitive to its customers’ needs. Zeta Technologies has achieved excellence in providing business c ...Read More