Bell Techlogix

The Team Manager position is responsible for leading the employees on the Service Desk team in support of Client engagements. The Team Manager is responsible for supervising employees and ensuring employees follow processes and procedures, as well as maintaining employee morale and providing a framework for employee progress and success. Essential Functions: Responsible for achieving or exceeding monthly account-service level agreements (SLAs). Works with Operations Leadership to identify gaps and specific actions. Ensures all team members are aware of gaps and are working to overcome barriers and demonstrate effective management of improvement actions. Ensures chargeability reporting completed weekly. Approves and monitors employee timecard, schedule adherence, and attendance according to Bell Techlogix policy. Responsible for conducting regular coaching sessions and for retention of team members. Maintains acceptable conduct according to all Bell Techlogix policies and procedures. Maintains organizational effectiveness and efficiency by supporting, implementing, and communicating strategic plans. Monitors interaction volume and trends and takes appropriate action, requesting staffing adjustments when necessary to Operations Management. Understands and works within SLAs and KPIs to fulfill Companys obligations. Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job performance; motivating, coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures. Assists in QA Review process implementation and notifies senior management of issues with maintaining QA program. Drives improvement and accountability for team based on QA and customer satisfaction feedback. Maintains a strong working relationship with clients and coworkers. Acts as point of contact for client inquiries and escalations. Works in an on call capacity as needed. Functions as Major Incident Manager as needed. Other duties as assigned. Required Experience, Education and Knowledge: Must be a college Graduate. Industry certifications preferred. Must be proficient in Microsoft Office and working in different operating systems. 2-3 years relevant helpdesk experience, IT and or desktop support experience. Minimum of one-year supervisory experience. Minimum 2 years customer service experience. Experience with ITIL best practices. ITIL Foundations certification preferred. Preferred Experience Certifications: 12 months technical support experience. CompTIA A+ Network+ HDI MSCE or Industry Equivalent Experience in troubleshooting internet browsers, smart phones & tablets a plus. Knowledge or exposure to the following: Windows OS, MAC OS, NICE CXOne, Beyond Trust, Microsoft Teams, Microsoft Office tools, TeamViewer, ServiceNow, SAP, Citrix, RDS Farms, IOS, and Intune. Ability & Skills: Ability to verbalize information and ideas in order for others will understand. Ability to identify and understand the speech of another person. Ability to use computers and computer systems (including hardware and software) to install programs, set up functions, enter data, or process information. Ability to multitask and complete tasks effectively. Excellent verbal and written communication skills. Ability to mentor and help in the professional growth of others. Highly developed interpersonal skills. Strong problem solving, conflict resolution, and customer service skills. Ability to work independently and maintain professional working relationships with coworkers. Ability to obtain information from all relevant sources and use information to identify solutions. Conditions of Employment Ability to lead and direct a group of employees. Must successfully pass pre-employment (post offer) background check and drug screen. Must be able to pass a skills assessment.

The Level 2 Network Engineering (Network Consultant) team is responsible for ensuring availability, performance, and security of the network infrastructure. As a member of the team, you have a direct impact on network infrastructure design and feature enhancements to keep our systems running smoothly. You are focused on creating engineering solutions to operations problems, optimizing existing systems, building infrastructure and eliminating work through automation. You also ensure that network operations are safe and efficient by monitoring network performance, coordinating planned maintenance, adjusting hardware components and responding to network connectivity issues. Our ideal candidate is highly autonomous, possesses effective written and verbal communication skills, a strong sense of ownership, adapts quickly to new technologies, and has high career growth potential. The desire and ability to work in a fast-paced, collaborative environment is essential. Essential Functions: Develop network architecture for a multi-tenant enterprise environment. Be responsible for the lifecycle of architecture from inception to working with engineering teams on implementation and supportability of design. Build reusable designs and systems that promote scale, reliability, security and efficiency. Manage and maintain multi-vendor, multi-protocol datacenter and backbone networks. Define and develop optimized network monitoring systems. Develop and maintain consistency within the networking infrastructure. Troubleshoot and remedy network related issues. Ability to participate in a regular on-call rotation. Analyze complex business problems and issues as it relates to enterprise network infrastructure. Provide technical guidance to IT professionals to correct issues encountered with network software & connectivity. Manage the needs of multiple customers, prioritize needs and manage the daily workload. Assist with internal projects as necessary, and work with project managers to set the scope and timelines of new projects to meet completion deadlines. Interface with all levels of employees internally and within client businesses to support engagement requirements (business owners, project managers, customer employees, and executive management). Write technical procedural documentation for co-workers and for delegated tasks. Required Education, Knowledge, and Experience: BS degree in Computer Science or related technical field involving systems engineering, or equivalent practical experience. 5+ years of experience working on a service provider or enterprise-level network in engineering or design capacity. Proven expertise with network hardware and software, preferably including Brocade, Cisco (IOS, NX-OS), Juniper JunOS, HPE, Fortinet etc. - CCNP certification required, JNCIA/JNCIS certification preferred. Strong understanding of wireless protocols with proven experience in Juniper Mist, Cisco WLC and Ruckus. A deep understanding of network protocols, including IP and related transports, BGP, EIGRP and OSPF. A deep understanding of network hardware internals, including forwarding, filtering, and policing mechanisms. A solid understanding of application protocols, including DNS, IPSEC, HTTPS, and TLS. Practical experience in network device firmware management in a large-scale enterprise environment. Experience developing network automation tools in at least one language (Python, Perl, C++, Bash, etc.). Experience with and understanding authentication mechanisms including PKI. Strong written and verbal communications skills. Abilities and Skills: Ability to adapt to a changing technical environment. Ability to coach other members of team in their area of expertise. Ability to communicate clearly with all team members and end-users. Ability to work with a sense of urgency. Self-directed and sufficient as there may be little to no daily supervision. Ability to analyze complex business systems and proprietary application configurations, document the configurations and processes, and support them as needed. Ability to prioritize and manage competing demands and tasks, and successfully manage multiple engagements that may require additional resources.

Design IT network & cloud infrastructure solutions aligned with client goals. Collaborate on RFPs, financial models, and strategic proposals. Lead cross-functional teams, support sales, and drive innovation in enterprise IT environments.

Summary : Responsible for processing knowledge updates and documenting new support processes in the knowledge base of record in collaboration with internal support teams and client/vendor service providers. This role is client facing in a technical services industry. Essential Functions: Review information provided by internal and client resources to create procedural documentation for consumption by end users, service desk associates, and higher-level technical resources. Ensure technical documentation is accurate, complete, properly formatted, and that it meets client requirements. Lead meetings with internal and client Subject Matter Experts (SMEs) to review their processes and document them. Answer internal and client inquiries regarding knowledge content and practices. Communicate new or modified processes to both internal and client support teams. Utilize current Knowledge Management best practices to facilitate standardization. Maintain validity of knowledge content through auditing best practices. Measure, track, and report metrics to defined benchmarks. Assist with other duties as assigned. Required Education and Experience: Bachelors degree in computer science, or related field. 1 year of experience with technical writing for user documentation or usage of technical documentation. KCS v6 Fundamentals Certification, or ability to obtain within 1st year of employment. Knowledge of customer service quality standards and techniques. Proficiency with Microsoft Office products. Preferred Education and Experience: 1+ years of experience with technical writing for user documentation. ITIL 4 Foundation Certification, or ability to obtain within 1st year of employment. Knowledge, Skills, and Abilities: Excellent verbal and written communication skills. Ability to capture complex processes and procedures into easy-to-understand written instructions. Excellent customer service, problem solving, and conflict resolution skills. Ability to collaborate with internal and client stakeholders at all levels of organizational hierarchy. Ability to work independently and manage time efficiently. Ability to develop and maintain professional working relationships with coworkers and clients. Ability to obtain information from all relevant sources and use information to identify solutions. Skilled in managing multiple issues at one time with attention to detail and exceptional follow through. Conditions of Employment: Must successfully pass pre-employment (post offer) background check and drug screen. Must pass client specific requirements as applicable.

Job Title: Voice Support-IT Service Desk Associate (Level 1 Service Desk Associate) Job Description: As a Level 1 Service Desk Associate, you will play a crucial role in providing technical support and assistance to end-users. Your responsibilities will include: Incident Resolution: Responding to and resolving IT-related incidents and service requests escalated from the Level 1 Service Desk team. Troubleshooting: Diagnosing and troubleshooting hardware and software issues, both remotely and in-person, to ensure timely issue resolution. Voice based Technical Support: Providing guidance and support to end-users in using IT systems, applications, and hardware effectively. Escalation: Escalating complex technical issues to Level 2 support or relevant teams when necessary, while maintaining ownership of the incident. Documentation: Documenting all incident details, including steps taken to resolve the issue, in a knowledge base for future reference. Adherence to SLAs: Meeting or exceeding service level agreements (SLAs) for incident response and resolution times. Qualifications: Bachelor's degree in Computer Science or a related field. Relevant IT certifications (e.g., CompTIA A+, ITIL, Microsoft Certified Professional) is a plus. Previous experience in a Level 1 Service Desk role or similar IT support position. Proficiency in troubleshooting Windows and/or Mac operating systems. Strong verbal and written communication skills and a customer-oriented mindset. Ability to work under pressure and meet deadlines. Benefits: Commuter assistance Health insurance Parental Insurance Life Insurance Paid sick time Paternity Leave Provident Fund Shift: Rotational shift Work Location: In person

The Team Manager position is responsible for leading the employees on the Service Desk team in support of Client engagements. The Team Manager is responsible for supervising employees and ensuring employees follow processes and procedures, as well as maintaining employee morale and providing a framework for employee progress and success. Essential Functions: Responsible for achieving or exceeding monthly account-service level agreements (SLAs). Works with Operations Leadership to identify gaps and specific actions. Ensures all team members are aware of gaps and are working to overcome barriers and demonstrate effective management of improvement actions. Ensures chargeability reporting completed weekly. Approves and monitors employee timecard, schedule adherence, and attendance according to Bell Techlogix policy. Responsible for conducting regular coaching sessions and for retention of team members. Maintains acceptable conduct according to all Bell Techlogix policies and procedures. Maintains organizational effectiveness and efficiency by supporting, implementing, and communicating strategic plans. Monitors interaction volume and trends and takes appropriate action, requesting staffing adjustments when necessary to Operations Management. Understands and works within SLAs and KPIs to fulfill Companys obligations. Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job performance; motivating, coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures. Assists in QA Review process implementation and notifies senior management of issues with maintaining QA program. Drives improvement and accountability for team based on QA and customer satisfaction feedback. Maintains a strong working relationship with clients and coworkers. Acts as point of contact for client inquiries and escalations. Works in an on call capacity as needed. Functions as Major Incident Manager as needed. Other duties as assigned. Required Experience, Education and Knowledge: Must be a college Graduate. Industry certifications preferred. Must be proficient in Microsoft Office and working in different operating systems. 2-3 years relevant helpdesk experience, IT and or desktop support experience. Minimum of one-year supervisory experience. Minimum 2 years customer service experience. Experience with ITIL best practices. ITIL Foundations certification preferred. Preferred Experience Certifications: 12 months technical support experience. CompTIA A+ Network+ HDI MSCE or Industry Equivalent Experience in troubleshooting internet browsers, smart phones & tablets a plus. Knowledge or exposure to the following: Windows OS, MAC OS, NICE CXOne, Beyond Trust, Microsoft Teams, Microsoft Office tools, TeamViewer, ServiceNow, SAP, Citrix, RDS Farms, IOS, and Intune. Ability & Skills: Ability to verbalize information and ideas in order for others will understand. Ability to identify and understand the speech of another person. Ability to use computers and computer systems (including hardware and software) to install programs, set up functions, enter data, or process information. Ability to multitask and complete tasks effectively. Excellent verbal and written communication skills. Ability to mentor and help in the professional growth of others. Highly developed interpersonal skills. Strong problem solving, conflict resolution, and customer service skills. Ability to work independently and maintain professional working relationships with coworkers. Ability to obtain information from all relevant sources and use information to identify solutions. Conditions of Employment Ability to lead and direct a group of employees. Must successfully pass pre-employment (post offer) background check and drug screen. Must be able to pass a skills assessment.

The Level 2 Network Engineering (Network Consultant) team is responsible for ensuring availability, performance, and security of the network infrastructure. As a member of the team, you have a direct impact on network infrastructure design and feature enhancements to keep our systems running smoothly. You are focused on creating engineering solutions to operations problems, optimizing existing systems, building infrastructure and eliminating work through automation. You also ensure that network operations are safe and efficient by monitoring network performance, coordinating planned maintenance, adjusting hardware components and responding to network connectivity issues. Our ideal candidate is highly autonomous, possesses effective written and verbal communication skills, a strong sense of ownership, adapts quickly to new technologies, and has high career growth potential. The desire and ability to work in a fast-paced, collaborative environment is essential. Essential Functions: Develop network architecture for a multi-tenant enterprise environment. Be responsible for the lifecycle of architecture from inception to working with engineering teams on implementation and supportability of design. Build reusable designs and systems that promote scale, reliability, security and efficiency. Manage and maintain multi-vendor, multi-protocol datacenter and backbone networks. Define and develop optimized network monitoring systems. Develop and maintain consistency within the networking infrastructure. Troubleshoot and remedy network related issues. Ability to participate in a regular on-call rotation. Analyze complex business problems and issues as it relates to enterprise network infrastructure. Provide technical guidance to IT professionals to correct issues encountered with network software & connectivity. Manage the needs of multiple customers, prioritize needs and manage the daily workload. Assist with internal projects as necessary, and work with project managers to set the scope and timelines of new projects to meet completion deadlines. Interface with all levels of employees internally and within client businesses to support engagement requirements (business owners, project managers, customer employees, and executive management). Write technical procedural documentation for co-workers and for delegated tasks. Required Education, Knowledge, and Experience: BS degree in Computer Science or related technical field involving systems engineering, or equivalent practical experience. 5+ years of experience working on a service provider or enterprise-level network in engineering or design capacity. Proven expertise with network hardware and software, preferably including Brocade, Cisco (IOS, NX-OS), Juniper JunOS, HPE, Fortinet etc. - CCNP certification required, JNCIA/JNCIS certification preferred. Strong understanding of wireless protocols with proven experience in Juniper Mist, Cisco WLC and Ruckus. A deep understanding of network protocols, including IP and related transports, BGP, EIGRP and OSPF. A deep understanding of network hardware internals, including forwarding, filtering, and policing mechanisms. A solid understanding of application protocols, including DNS, IPSEC, HTTPS, and TLS. Practical experience in network device firmware management in a large-scale enterprise environment. Experience developing network automation tools in at least one language (Python, Perl, C++, Bash, etc.). Experience with and understanding authentication mechanisms including PKI. Strong written and verbal communications skills. Abilities and Skills: Ability to adapt to a changing technical environment. Ability to coach other members of team in their area of expertise. Ability to communicate clearly with all team members and end-users. Ability to work with a sense of urgency. Self-directed and sufficient as there may be little to no daily supervision. Ability to analyze complex business systems and proprietary application configurations, document the configurations and processes, and support them as needed. Ability to prioritize and manage competing demands and tasks, and successfully manage multiple engagements that may require additional resources.

Job Title: Process and Technical Trainer Location: Hyderabad, India We are seeking a dynamic and experienced Process and Technical Trainer to join our team at Bell Techlogix. The primary responsibility of this role is to design, develop, and deliver training programs for our employees focused on Client and Internal Processes, ITIL practices, Technical Troubleshooting, and ITSM platforms like ServiceNow and Salesforce. The trainer will also actively participate in client transitions to understand and meet client-specific training requirements. Key Responsibilities: Develop and deliver training programs that cover the following: Client-specific Processes and Procedures Internal Processes ITIL principles and best practices Technical Troubleshooting Basic, Advanced and Expert Level Training Training for Cross-Functional Teams Effective utilization of ITSM platforms, including ServiceNow and Salesforce. Collaborate with client transition teams to gather and analyze client-specific training needs, ensuring alignment with client objectives and requirements. Create training materials, including presentations, manuals, and e-learning modules, tailored to the specific needs of employees and clients. Conduct training sessions through various formats, including classroom training, virtual sessions, and on-the-job coaching. Conduct training across multiple delivery units including but not limited to Service Desk, Cross Functional Teams, Deskside Support, Cloud and Infrastructure Teams Monitor and assess employee performance and training effectiveness, making necessary adjustments to training programs. Stay up-to-date with industry trends, ITIL framework updates, and changes in ITSM platforms to incorporate relevant updates into training materials. Administer certifications and assessments to validate employee knowledge and skills. Collaborate with Subject Matter Experts (SMEs) and technical teams to ensure training content is accurate and up-to-date. Provide feedback and recommendations for process improvement and training enhancements. Requirements: Bachelor's degree in Information Technology, Computer Science, or a related field. ITIL Foundation certification is required, and ITIL Intermediate/Expert certification is a plus. Demonstrated expertise in Technical Troubleshooting and ITSM platforms, such as ServiceNow and Salesforce. Proven experience in developing and delivering training programs, preferably in an ITIL Managed Services environment. Strong communication, presentation, and interpersonal skills. Ability to adapt to changing requirements and a fast-paced work environment. Technical Certifications (e.g: CompTIA A+, Network +, CCNA, etc.) will be a plus. Certification in instructional design or training facilitation is a plus. Bell Techlogix is an equal opportunity employer. We encourage diversity and welcome applications from candidates of all backgrounds. Note: The above job description is intended to describe the general content of and requirements for the performance of this position. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.