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Minimum Experience Required:

5 years in Telecommunication/IT support environment

B.E/BSc/BIT Computer Science,Electrical,Telecommunication  

Skills & Tools:

• Demonstrate excellent concepts of customer support and help desk environment.

• Team player. Able to work within the team of people from diverse technical background.

• Excellent communication skills.

•  Possess command over area of expertise.

•  Ability to delegate work and set priorities.

•  Excellent time management skills. Ability to manage time according to set priorities.


Duties & Responsibilities:

• Direct and coordinate a team of technical support specialists/help desk technicians.

• Prioritize support problems as they come in to Help Desk and escalate when necessary.

• Assign problems/tasks to technical support specialists.

• Analyze situations and determine resources needed to solve them.

• Make decisions quickly, often with limited information.

• Follow up with customers to gauge their satisfaction with problem resolution; identify tech support problem areas (i.e., negative trends) and, if warranted, implement corrective actions

• Coordinate /communicate well orally and in writing with customers, vendors, management, and co-workers.

• Timely completion of Service Acceptance Certificates.

• Analyze Work Time Registration of employees and plan optimization of resources.

• Keep support contract baselines in check and ensure they are not exceeded.

• Increase support services profit margin on support contracts.

• Take steps to ensure employee retention.

• Responsible for employee competence development.

• Act as first escalation point for support problems.

• Strong analytical and organizational skillls

  • Should have worked in and understand 3 Levels of IT/Telecom Support.
  • Should have an understanding of Telecommunication Network Elements.

  • Able to manage a team of 50+ employees at different locations.

  • Communicate/Coordinate with Solution vendor.

  • Manage project baselines (Cost,Schedule,Scope)

  • Increase project profit margins.

  • Take steps to ensure employee retention

  • Act as first point of escalation for support problems.

  • Analyze Work Time Registration of employees and plan optimization of resources.