Technical Support Analyst II- CSG Route

Requirements

• Bachelor’s degree in information technology; Computer Science, Engineering, related field, or equivalent experience.
• 3-5 years of technical work experience in IT support in Telecom industry or related fields.
• Knowledge / Work experience in CSG Route / Interconnect product.
• Hands-on Experience in Remedy / Helix ticketing system w.r.t. Incident Management.
• Experience with ensuring compliance with SLAs and OLAs.
• Hands-on experience in scripting (SQL, PLSQL, Unix, Powershell windows scripting).
• Experience in ITIL processes would be an added benefit.
• Experience in Operations & Support roles in Telecom domain will be preferred.
• Experience in driving process improvement efforts to meet SLAs and expected levels of service to internal and external stakeholders.
• Experience in providing technical Support to customers by resolving reported issues.
• Experience in handling customer escalations, including troubleshooting and providing feedback to the customer.
• Open to work in different business timezones and be on-call 24/7 as per the organizational needs.
• Having positive attitude & open to learn new things through planned trainings or On-job trainings as per the situation.

Benefits

• Work from Home, in-office, or hybrid
• Employee Belonging Groups
• Insurance
• Paid Vacation, Volunteer, and Holiday Time Off