Black Box - Bengaluru, India - BLACK BOX NETWORK SERVICES INDIA PRIVATE LIMITED

Description

About the job :

Please apply only if you flexible to work for Rotational Shift / Flexible for working on late night hours

Work location : Bangalore

Mode : Work from Office

Shift timing : Rotational shifts

Primary Roles & Responsibilities :

- Provide Tier 3 escalation support for clients requiring expert troubleshooting on various technical matters involving hardware, software, and wireless connectivity issues.

- Identify, research, analyze, diagnose, resolve and close escalated technical problems in a quality and timely manner.

- Prepare documentation for internal and external clients detailing system designs and configuration of deployed solutions.

- Provide comprehensive diagnostic, root cause and troubleshooting support, accurate problem resolution and make findings available for future troubleshooting and analysis.

- Develop and maintain professional and productive relationships with clients, infrastructure vendors such as ISPs and Carrier Services, software & hardware vendors and related key contributors to ensure stable and quality product & service delivery consistent with company objectives and client expectations.

- Determine the need to deploy field service resources required to deliver client service requests via incident management and dispatch processes through the service desk.

- Continuously expand, research and leverage knowledge of market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics.

Meet all financial performance objectives for area of responsibility and take corrective action as needed.

- Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection and resolution.

- Proactively identify and remove barriers to meeting client expectations.

- Provide timely documentation of issues, action plan and outcome.

- Achieve all client satisfaction objectives and internal and external SLAs.

- Monitor service desk tickets volume, identify trends in problem activity, document findings and make available for future client troubleshooting issues and ensure timely closure of all assigned tickets.

- Foster and contribute toward collaborative working relationships within NACS operations and across all levels and departments of the organization to execute service desk functions and company priorities.

- Utilize escalation and exception paths, processes and systems to report current performance and make recommendations for improvement of performance.

- Achieve performance targets established by leadership for applicable Key Performance Indicators.

Perform other duties as assigned by management.

Knowledge, Skills, Abilities :

- Accountability : Demonstrates an understanding of the link between one's own job responsibilities and overall organizational goals and needs, and performs one's job with the broader goals in mind.

- Looks beyond the requirements of one's own job to offer suggestions for improvements of overall organization operations.

- Takes personal ownership in organization's success.

Customer Focus : Demonstrates concern for meeting internal and external customers' needs in a manner that provides satisfaction for the customer.

- Considers the impact on the external customer when taking action, setting policies or carrying out one's own job tasks.

- Looks for external trends that are likely to shape the wants and needs of customers in the near future.

- Looks for creative approaches to providing or improving services that may increase efficiency and decrease cost.

Business Acumen : Interprets situations and events from a business standpoint in order to make decisions that are consistent and congruent with the organizations strategic direction and goals.

- Demonstrates the ability to use technology to enhance decision making, and provide cost-effective organizational and management tools.

- Aligns policies for a consistent and united business approach.

- Increases cooperation and communications between departments.

Decision Making :

Makes good decisions using a combination of analysis, knowledge, experience, and judgment.

- Analyzes and distinguishes core problems by looking at the symptoms.

- Resolves key issues behind major problems in the short term while developing and executing long term solutions.

- Has a strong record for making decisions that are correct and accurate.

- Applies strategies to implement effective decision making during crises.

Results Focused :

Demonstrates concern for achieving or surpassing results against an internal or external standard of excellence, shows a passion for improving the delivery of services with a commitment to continuous improvement.

- Sets and maintains high performance standards for self and others that support organization's strategic plan.

Education / Experience Requirements :

- Bachelor's Degree in Electrical Engineering, or related field, or equivalent, relevant experience.

- Minimum of 5 years with of Wireless Distributed Antenna Systems (DAS) support engineering responsibilities involving complex client requirements assessment, solutions design and implementation within the technology services industry.

- Experience with wireless carrier or Managed Service Provider environment preferred.

- Wireless DAS engineering technical experience

- DAS installation, greenlighting, commissioning, and maintenance of in-building DAS systems or 2-way radio systems

- Ability to swiftly interpret DAS alarms to determine root cause and action required.

- High density wireless environments iBwave, CommScope, Corning or JMA Wireless or related certifications preferred

- Strong understanding of wireless test software (e.g., TEMS, JDSU, Pocket) and RF testing tools (e.g., CW, Spectrum Analyzer, Coax Line Sweep, PIM Test, Anritsu) preferred.

- End-to-end process thinker, with proven experience in business processes and workflow design.

- Excellent problem solving and systems analysis skills with demonstrated success in root cause analysis, effectiveness measurements and related documentation.

- Demonstrated experience of continuously expanding and leveraging knowledge of technology, market and industry trends with success in identifying, recommending and implementing best practices and methodologies.

- Ability to work effectively across all functional groups to optimize product & service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution.

- Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, AutoCAD, service delivery management tools such as ServiceNow and related cloud based technology systems.