Customer tech support

Role & responsibilities

• Monitor, troubleshoot, and resolve network issues for Enterprise customers, including link failures, latency issues, and hardware faults.
• Working on ticketing application tools Like Siebel to resolve network issue.
• Perform troubleshooting for WAN/LAN Network Related Issues of Dedicated Internet Leased Line (ILL) customers.
• Remote Monitoring of Network & Client End Connectivity via various NMS Tools such as Flex master, Zone director, Telnet, etc.
• Access of Core Routers via telnet installed in operational cities to check the ping response of serving Access Point and client end device in order to determine drop in connectivity as well as speed related issues.
• Resolving clients websites/applications related queries, DNS issue resolution, IP blacklisting resolution, Static IP issue resolution, etc.
• Configure and manage network devices such as routers, switches, and access points.
• Respond to and resolve customer complaints and escalations within SLA timelines.
• Coordinate with Field Engineers and third-party vendors for on-site troubleshooting and maintenance.
• Perform diagnostics using tools like ping tests, traceroute, and monitoring software.
• Provide guidance and technical support to the internal team and end-users.
• Document all activities, including issue resolution and change management, in the ticketing system.
• Collaborate with the NOC (Network Operations Center) and escalate issues when necessary.
• Ensure compliance with ISP policies, security standards, and operational procedures.

Experiance- Required freshers