20 Zendesk Jobs in Bangalore / Bengaluru

Skills & Knowledge:

Fault management Engineer (Tier 2) has a strong understanding of:

• Experience in prioritizes time allocation against critical tasks, and troubleshooting capability through to resolution of the requisite management of additional escalation for support

• A constantly changing environment and can relate impacting issues and risks to customer, understanding their business implications.

• Working in a multi-customer, multi-vendor, multi-technology environment at great flexibility as per the business requirements.

• Understands the responsibility associated with being a subject matter expert within a technology domain and proactively promotes knowledge sharing and peer development

• Is results focused and understands criticality of meeting customer SLA and KPI requirements

• Is fully aware of the impact of delivering quality of service to our customers, and can motivate resources to achieve best in class network operations results

• Strong communication skills (verbal and written), including influencing those not under their direct control.

• Can assess priorities and act appropriately to meet customer commitments and requirements

• Hands on experience in Cisco routers and switches including Cisco Spine Switch - NCS-55A1-36H, Cisco Leaf Switch NCS-5501, Cisco ENNI switch ASR9903, Cisco Port Extender/BS4 switches NCS-540, Cisco EPNM, Cisco Wi-Fi Access Points.

• Good to have experience in Huawei Ethernet Aggregation Switch CX600, Huawei LAN Switch S3300, Nokia ISAM 7360 OLT.

Qualifications/Experience Required:

• Good understanding of networking or telecommunications principles

• Customer interaction experience with good communication skills.

• Experienced in NOC/GNOC environment

• Good knowledge of TCP/IP routing protocols. (OSPF/IS-IS, RIP, BGP, EIGRP, etc)

• Good knowledge of DSL technologies. (VDSL, ADSL, etc.)

• Good Knowledge of GPON.

• Knowledge of FTTx technologies required

• Bachelors degree in electrical engineering, Telecommunications or BCA

• Configure and install various network devices and services (e.g., Routers, Switches, VPN)

• CCNA or higher (CCNP and/or CISSP highly valued) Availability to work nights and weekends as needed.SAM5620/NFM-P

Tools Knowledge required:

• Cisco EPNM, Putty, Meraki Dashboard.

• Zendesk or similar ticketing tool.

• Nokia Altiplano or AMS

• Huawei U2000 NMS

• To undertake Incident cause identification of data network failure in LAN and WAN surroundings through multiple sources of NMSs.

• To configure routing and switching tools, hosted IP voice services and firewalls.

• To upgrade data network devices to the new stable platform

• To communicate with project management teams, concerned engineers and service engineers routinely

• To get the most out of network routine performance by set assessment, troubleshoot the network issues and outages, setting up upgrades and cooperating with network architects on its optimization

• Accountable for quality and accuracy of own output. Responsible for contribution to teamwork. Errors may have an impact on function/project/customer. Usually delivers results with a short-term, operational focus and limited impact on others.

• To perform Incident investigation, Impact Analysis, Incident Resolution, Resolution Validation, Incident progress updates, resolution & notifications

• Complete ownership of the incident resolution even if another Service has been engaged to help with the resolution

• Managing and Co-ordinating other parts of the solution that are involved in the resolution

• To handle Problem management, change management, Care ticket management, Routine Health check of devices.

• Work closely with Level 1 alarm monitoring and fault management teams to drive the incidents for resolution towards closure.

• Work closely with service delivery managers, field partners & third party vendors both inside and outside the organization to remediate an indicent.

• Maintain network wide database of network elements and configurations.

• Participate in scheduled team meetings, initiate and manage the Network outage conference calls.