Job description:

Job Description Network SDWAN HelpDeskResponsibilities Include but not limited to: Working with LAN/WAN/SDWAN technologies. Support network solution installations at agent/remote office. Actively working call queue supporting/assisting onsite install techs technical and procedural questions. Actively working call queue supporting/assisting agent and agent staff questions regarding installation or issues at office. Provide end-of-day reporting for sites completing installation and any issues identified. Troubleshooting issues with onsite tech and technical team when problems arise. Provide feedback for improvement to processes. Identify negative trends impacting installation process and work with technical team to correct.Skill Set Desired: Experience desired in a call center like environment. Theoretical understanding of LAN/WAN/SDWAN technologies. Knowledge of TCP/IP, Ethernet, Network Addressing and LAN technologies. Possess exceptional technical aptitude and effective written and verbal communications skills. Understanding of facility concepts such as cabling (copper and fiber), power, PoE and cooling. Knowledge in SDWAN technologies specifically Viptela, VeloCloud, HP SilverPeak. Knowledge/Understanding in Zero-Touch Provisioning (ZTP) technologies Knowledge of routing and switching technologies. Current experience in which high levels of initiative, judgment, and tact have been demonstrated.

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases