Respond to alerts and incidents adhering to SLA, analyze and escalate issues as needed � Handle UCC calls ? skilled in inbound /outbound call flows � Execute document-based troubleshooting or resolution steps on handling known errors and issues � Good Knowledge in Switching & Routing, Wireless, SDWAN � Knowledge in both Switching Protocol ? VLAN, VTP, STP, Trunk and Stacking, and Routing Protocol ? Static, Default, RIP, EIGRP, OSPF, BGP � Basic troubleshooting trunk, signaling, one-way audio issues � Responsible for investigating and troubleshooting L1.5 level Network issues. � Good in Documentations - Prepare and update Standard Operating Procedure (SOP) � Technical co-ordination with the OEM support in the event of any Technology assistance � Technical co-ordination with Service provider for Network service-related issues (Ex: Circuit down, Packet loss, Slowness, Flap) � Coordinate with Customer Local Site Contact for Hardware/cabling/ WAN link related issues � Be a part of the support organization that provides 24/7 Operations and escalation support on a rotational shift basisGood-to-Have � Knowledge of Monitoring Tools (ManageEngine, SolarWinds, CA Spectrum, 24x7, Cisco Prime, Aruba airwave) � Knowledge in ServiceNow or equivalent ticketing Tool � CCNA or Contact Center Certification � ITIL Certified or working knowledge of ITIL Incident, Problem and change Management disciplines. � Having knowledge of Voice protocols (H.323, IP, SIP) � Having knowledge of Reporting (CDR)
Job Type: Contract
Pay: $23.94 - $28.83 per hour

Schedule:

• Monday to Friday

Work Location: In perso

Please refer the Job description for details