Network Engineer - Hyderabad, India - Movate

    Movate
    Movate Hyderabad, India

    1 week ago

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    Description

    Job Profile :
    Engineer - SwitchingLocation: HyderabadShifts: Flexible to work in Rotational Night Shifts

    Desired ProfileGood Understanding of OSI LayersGood Understanding of Routers and SwitchesGood Knowledge about DHCP (DORA Process), DNS, TCP/ IP, IP AddressTypes and Classes of IP Address, SubnetBasic troubleshooting steps for Internet issuesExcellent Communication - for voice, emailMust be a graduateShould be willing to work in

    rotational shift based on the business requirement (US, UK, APAC & IST time-zones)Must have good customer handling skills with the ability to learn networking concepts

    Job Specs:

    The Customer support representative will be responsible for identifying the issue with the customers and routing them to the available engineer, when necessary.

    They will create, manage tickets for the issues that the customer contacts. They will act as the first point of contact before the customer reached the TAC. Their job will also involve creation of licenses and support accounts to the client's worldwide.
    The team will also ensure customer satisfaction / experience is and stays a priority. Manage high visibility exceptions and can work with cross - functional teams to provide best solutions.

    Creation of World Wide Return Materials AuthorizationEnsuring all Premium Service orders are completed in a timely mannerWorking and managing 3 Party Vendors around shipments, deliveries and returnsResolve any RMA issues from the customer or Level 1,2&3 Technical CentersProvide tracking and Status updates on all 4 hour calls submitted to the Technical CentersUpdating the Siebel Database to document customer casesNotification to customer's product shipmentsEscalating RMAs for additional support in a timely mannerManage caseloads in a timely manner to closureProvide customers with support for return productsFollow all guidelines for processing RMAs for customers without contractsProviding software download access to customers by processing Web Login requestsProviding license to customers for software updatesManage high visibility exceptions and can work with cross-functional teams to provide best solutionsCustomer Service Representatives will work on a World Wide schedule covering 24x5x365 with a rotating scheduleHandle cases for confirmation of hardware failure and proceed with RMAProvide first level technical assistance on cases to rule out hardware errors.