Network Engineer

Overview

• Receive and track service requests from clients via phone, email, chat, Customer Portal, or automated ticket alerts.
• Create tickets for new service requests.
• Complete Technician Check-Ins for service tickets, including perform scope of work check, validate the technician has necessary tools and equipment and update the ticketing system.
• Complete Tier 1 level troubleshooting with internal and external clients.
• Work with team members as needed to ensure proper ticket entitlement/coverage
• Provide remote white glove support for client meetings/events as required.
• Log and track issues using incident/problem management database (ConnectWise) with accurate, up to date information.
• Work with NOC Tier 2 Agents, Service Coordinators, Field Technicians, subcontractors and clients to maintain communication on open service tickets.
• Maintain tickets; update and follow-up with internal and external clients/personnel within the required contractual SLA timeframe.
• Review open tickets to ensure timely resolution.
• Provide updates to clients on any changes to their service ticket.
• Communicate with prospective clients and refer them to Sales as needed.
• Determine when an issue requires escalation to a higher-level support member or management.

Job Type: Full-time

Pay: ₹23,000.00 - ₹25,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Provident Fund

Schedule:

• Day shift

Supplemental Pay:

• Yearly bonus

Ability to commute/relocate:

• Bangalore, Karnataka: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• Network engineering: 1 year (Required)

Language:

• Kannada (Required)
• English (Required)

Work Location: In person