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Tuesday, 19 March 2013

Tata Communications hiring Network Engineer

Position Summary
Key Objective / Purpose of Job: L1 Engineer Telepresence Helpdesk

Major Activities:
  1. Opening and closing trouble tickets
  2. quickly isolate faults within the network and perform basic trouble shooting
  3. Logging in the audio/video device
  4. basic understanding of IP troubleshooting and reachability test
  5. Customer PIN generation/reset related to video conference
  6. Answer customer queries/trouble/status calls and communicate status
  7. Inbound calls/emails responding to all customers requests & Generation of Trouble Tickets
  8. Responding to customer queries and providing basic support for video conference call establishment
  9. Support Telepresence / Video Conferencing sessions, scheduling, launch, and live desk assistance
  10. Identify, manage and resolve all incidents; escalate to other teams, keep ownership
  11. Prompt escalation of issues to Level 2
  12. Maintain history of problems and solutions
  13. Support to customer on specific products, softwares, hardware at customer end used for telepresence
  14. Support customers / product team for testing new products
  • Diploma or college degree in Electronics/Telecommunication/ IT
  • Knowedge of CCVP Topics / CRM / NMS will be an Added Advantage
  • CCNA certification will be added advantage
Skills Required:
  1. Should have good writer/verbal communication skills & able to communicate with users in different geographies
  2. Basic of Voice & Video networks.
  3. Knowledge of ethernet and IP networks
  4. Knowledge of telepresence environment
  5. Basic knowledge of VoIP and soft client troubleshooting
  6. Proficient with Microsoft Office Suite
  7. Knowledge of Telepresence (Cisco, Tandberg), Voice and Video (SIP, MGCP, CUCM), IP networks, MPLS, QoS
  1. Basic understanding of audio/video conferencing environment and high level knowledge of telecom standards & protocols such as H.323/H.320, IETF SIP
  2. Basic understanding of audio/video standards & protocols such as H.264, H.263, H.263+, H.261, AAC-LD, HWA-LD, G.722, G.711 and G.728
  1. Effective English Communication Skills - Written & Verbal
  2. Strong customer focus
  3. Willingness to work in Pune & in 24 x 7 shifts
Work Experience: 1-3 years

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