• Technical Support Engineer Jobs in Kolkata,India

  • BRITISH TELECOMMUNICATIONS PLC

Job Description:

Our purpose is to use the power of communications to make a better world For each other, for our customers, for society and our communities We need you to help us do this

Why this role matters

1st line helpdesk analyst is the main point of logging, diagnosing and reacting within SLA to the customers support need They are expected to attempt first time fix, if this cannot be achieved then they are required to escalate the incident to 2nd line for resolution

What youll be doing

Assist with the day to day proactive monitoring and response to alarms raised on the monitoring system
Assist with the day to day reactive tickets and response to Customer and follow up till the resolution
Answer and log support calls from end users within defined SLA
Attempt first time fix, dealing with customer, suppliers as necessary
Responsible for the network management, acting as the point of contact for customer & internal team for all the severe/critical incidents Managing END TO END transitioning of service delivery facility as per industry standard
Escalate support calls to the appropriate 2nd line team if unable to resolve the incident
Demonstrate high levels of customer service when dealing with clients Look to exceed expectation
Keep customer informed of progress on assigned incidents

Undertake 1st line incident resolution and service request fulfilment across customer systems
Respond appropriately to systems monitoring alerts, and being able to identify difference between real and false alarms
Adhering to and following strict processes
Escalate service exceptions and high priority incident tickets appropriately within the business
Liaise effectively with colleagues and stakeholders to meet customer requirements

Well also need to see these on your CV

Skills/Experience

Experience of working in a problem/incident management environment
Experience of creating order reference numbers via our tracking system, immediately as queries are raised
Being able to monitor work orders and ensure that they are completed within the SLA
Confident in answering direct calls and email queries relating to the customers telephony systems, data centres or one of a number of sites
Excellent standard of written and spoken English
High level customer management skills
Able to follow strict processes

Good understanding of excel, PowerPoint, word

Why choose us

Were looking for people wholl help us fulfill our future ambitions
And their own Find out why now is the most exciting time in our history
Our culture
Using the power of communications to make a better world What we stand for and how we like to do business
Life at BT
Find out more about what makes us tick See what our people say about what its really like to work here
Find out more
Our company
Were the worlds most established telecoms company We employ over 100,000 people in over 180 countries
Find out more
We value different perspectives, skills and experiences Were creating an inclusive working culture where people from all backgrounds can succeed Thats why we welcome applications from all parts of the community

We value different perspectives, skills and experiences Were creating an inclusive working culture where people from all backgrounds can succeed Thats why we welcome applications from all parts of the community

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : IT-Hardware/Networking, Telecom
Functional Area : Teaching/Education
Role : Teacher
Salary : As per Industry Standards
Deadline : 15th Mar 2020

Key Skills:

Company Profile:

Company
BRITISH TELECOMMUNICATIONS PLCarfix

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