This role is key to the successful launch of BT’s new business capability – BT Field Services. The individual will be accountable for the successful installation, maintenance and break-fix of Cisco CPE and MPLS, Avaya, Polycom and Huawei deployments.
This role will be required to support a 24x7 business and thus the successful applicant must be willing to be on call per a shared roster.
The key characteristics required for this position are Customer orientation, flexibility and willingness to go the extra mile to satisfy customer requirements in addition to Technical competence and team spirit. Strong interpersonal skills , good written and verbal communication skills are essential for this job.
Act as a mentor to the team in Voice solutions/products and is responsible in upgrading their knowledge in Voice products/solutions
Provide support to other team members should they have issues resolving the incidents on site at all times
To participate in all phases of a project rollout (pre-installation discussions, site survey, information gathering, solution feasibility study, unboxing & rack mounting of equipment, configurations, UAT)
Performing maintenance work such as firmware upgrades, hardware break fix, restoration of equipment configuration
Performs logistic support requirements such as research, and equipment and spare part inventories
Documents problems and resolution and updating the ticketing system for future reference
Develops and update the documents for operations procedure and best practices
Responsible for delivering quality service to the customer that will delight and maintain the client relationship
Evaluation/Test/Installation of equipment with appropriate controls and standards.
Good written and verbal English skills Education
Bachelor’s Degree in Computer Science, Information Technology or similar
Certifications in Networking such as CCNA
Certifications in Cisco Voice such as CCNA Voice or CCNP Voice & CCNA or CCNP Collaboration
Preferably with certification in ITIL Foundation.
Has worked in a vendor environment before; supporting large MNC
2-4 years of relevant hands-on working experiences
Familiar with Networking product and protocol such as Switches, Routers, WLAN, LAN, WAN, TCP/IP, DNS, QoS, EIGRP, BGP, OSPF, ATM, PPP, MPLS, etc
Hands on experience in installation, support & troubleshooting of VOIP and Cisco IP Telephony products & Cisco Unified Communications Manager
Hands on experience installation, support & troubleshooting of the entire range of Cisco Nexus Switches up to N7k & Cisco Routers
Good to have:
Experience in providing Room Readiness Assessment report for Immersive Telepresence project
Hands on experience in installation, support & troubleshooting of Cisco Telepresence TX9000, TX9200, IX5200, IX5000 & other immersive telepresence products
Hands on experience in installation & support of Cisco Wireless product – WLC, AP
Hands on experience in installation & support of Security product such as Cisco ASA, Riverbed, Check Point, f5, Bluecoats, etc
Hands on experience in installation & support of Avaya & Polycom products
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases