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Service Reliability Engineer

Service Reliability Engineer

BT Group

2 - 6 years

8 - 13 Lacs

gurugram

Posted:8 hours ago| Platform:

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Skills Required

troubleshooting data management network designs incident management customer service ccnp ccna

Work Mode

Work from Office

Job Type

Full Time

Job Description

Why this job matters

1st line helpdesk analyst is the main point of logging, diagnosing and reacting within SLA to the customers support need. They are expected to attempt first time fix, if this cannot be achieved then they are required to escalate the incident to 2nd line for resolution

What youll be doing

Troubleshooting and maintaining data; good understanding of database functionality and data management processes Attempt first time fix, dealing with customer, suppliers as necessary Troubleshooting Routing protocols ie EIGRP, RIP, OSPF and BGP
Carrying-out re-engineering of network designs, trouble shooting and problem resolution of elusive customer network difficulties
Escalate support calls to the appropriate 2nd line team if unable to resolve the incident Demonstrate high levels of customer service when dealing with clients
Look to exceed expectation
Update customers by telephone or e-mail on the progress of a support call or to ask for additional information Liaise with Vendors and Third parties for circuit or hardware issues and escalate as per SLA's defined to restore services in minimal possible time
Undertake 1st line incident resolution and service request fulfilment across customer systems Adhering to and following strict processes Handle incoming emails from customers ensuring they are acted upon in a timely manner Escalate service exceptions and high priority incident tickets appropriately within the business Liaise effectively with colleagues and stakeholders to meet customer requirements

Skills

Experience of working in a problem/incident management environment Experience of creating order reference numbers via our tracking system, immediately as queries are raised Being able to monitor work orders and ensure that they are completed within the SLA Confident in answering direct calls and email queries relating to the customers telephony systems, data centres or one of a number of sites
Knowledge of Cisco Data solutions Excellent standard of written and spoken English High level customer management skills Able to follow strict processes Good understanding of excel, PowerPoint, word

Desirable

CCNA CCNP ITIL foundation

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BT Group

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Service Reliability Engineer