Other duties may be assigned. These duties are representative of the duties and skills required, but all personnel may be required to perform duties outside of the normal responsibilities from time to time, as needed.
Shift work on a 24/7 Network operations Center
Monitor and handle tickets in the system assigned to our team
General system troubleshooting
Utilize all available internal and vendor resources to identify and resolve issues within customer service level agreements and expectations
Intermediate Server (Windows and Linux), Network and Hardware troubleshooting
Complete scheduled intermediate level maintenance, management and network administration activities on servers, network devices or other infrastructure appliances
Track progress and resolution of incidents in ticketing system with accuracy and well documented notes
Communicate effectively with Internal and External customers
2+ years working in an enterprise call center, NOC or equivalent supporting IT Infrastructure and Network technologies that includes administration, support and implementation of servers, networks, databases and storage assets.
Positive attitude and strong interpersonal skills (will be in direct contact with users)
Strong Initiative, organizational skills and detail oriented
Ability to collaborate and work well in and with teams
Punctuality and schedule adherence
Fundamental understanding of concepts
Solid knowledge and experience supporting Windows Server 2003, 2008 R2, and 2012
Fundamentals of Server Virtualization
General networking knowledge (IP connectivity, routers, switches, VPN)
IT Infrastructure support and experience in one or more of the following technology areas is a plus:
Application troubleshooting background
Data Network: Cisco switches, routers and firewalls
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