TSC Data

Job description

about the role

1.2 Main responsibilities and Required Skills

1.2.1 Call Desk activities

Handle calls in a professional manner

Ability to analyse the customer’s request and identify proper course of action

Incident ticket creation if and when required

Applying VDD process workflow on tickets received

Report to VDD expert team in case of issue

Follow-up with VDD expert team and French TSC on cases

1.2.2 Monitoring activities

Monitoring of DHD logger to ensure no tickets are left unattended

Handle checklisting activities

1.2.3 First level support

Support Field engineers and customers for service requests, regulary providing updates of status

Ensure configuration/migration on backbone and customer sites remotely for activation of customer services.

Verification of router,switches and network nodes configurations and correct where required as per perimeter and engineering rules.

Ensure customer acceptance tests are performed successfully.

Ensure Supervision of equipment is activated/deactivated where required.

Update SI tools (Service Information) after each operation performed

Appropriately categorize, prioritize and escalate incidents and service requests which resolution is not found

Ensure resolution is performed within the defined SLA levels

Escalation follow-up with VDD Expert team

 

1.2.4 Provisioning

Validate Voice configuration on mediation and provisioning server

Escalate to appropriate department if configuration is not correct

 

1.2.5 Reporting and Communication

Ensure DHD logger tickets are filled correctly

Communication on Incident progress and resolution

Communication of amendmends  required to Knowledge base (Wiki)

Assist training dispensed from VDD Expert team

about you

Knowledge:

Information Technology

Networking knowledge

Proper call handling process

Customer relationship management

Data network equipment and architectures (DSL, Fibre, MAN Ethernet, Frame Relay.)

Knowledge of Lan technologies and Routing Protocols is a must (Ethernet, IP, QOS, VoIP/ToIP, Wifi, RIP, EIGRP,OSPF,.)

At least 1 year of experience in related field

Skills:

Bilingual – English & French written and spoken

IT Proficient: Cisco CCNA or Juniper JNCIA                    

Troubleshooting skills on various platforms

Excellent language skills (English and French), spoken and written

additional information

department

Customer Services & Operations

contract

Regular