Responsibilities:

Should follow the standard pre-decided SOP to resolve and close level 0/1 issues on the first call.
Should capture all necessary data and specific details when transferring a ticket for L1/L2 support.
Should ensure TAT is met as per committed SLAs.
Should support CAC manager in ensuring least possible breakdown issues/tickets are being transferred to L2.
Should ensure tickets are being generated and relevant details are being captured for every planned or unplanned activity performed at client site.
Should ensure timely and effective action as per decided workflow basis priority and severity for each ticket
Should ensure requisite internal/external escalation basis priority, severity and expected/elapsed resolution time
Should ensure client satisfaction feedback is taken and captured for every ticket
Should prepare and deliver regular productivity and performance reports to all clients as per decided schedule basis AMC
Should ensure all relevant site specific documentation is captured and maintained in a systematic manner across all clients
Should support CAC manager in creating and monitoring reliability and stability metrics for each installation
Should support CAC manager in developing frameworks to predict potential failures based on past issues
Should Monitor proactive alerts in dashboard and ensure that the same is timely communicated and resolved through L1/L2 engineers

Requirements:

Any Graduate Engineer with 0-2 yrs experience as NOC engineer / Incident Engineer at reputed B2B support / NOC team / Telecom
Good analytical Problem solving skills
Basic understanding of Linux, Microsoft OS communication protocols
Excellent oral and written communication skills in English
Past experience in client service will be an advantage
ITIL Certification will be an advantage

Engineer - NOC