Technical Support Engineer

Job Description

Role Summary

Customer Support, Fault Reporting, Fault Management, Fault Escalation, Fault Resolution, OAMP via e-mail/support desk/phone/skype/ WhatsApp, System maintenance and Management, Interconnection, Provisioning, Routing, CDR reconciliation, CDR downloading.

Duties and Responsibilities:

· Provision different carriers as a customer or supplier.

· Should have knowledge of RFC 3261, RFC 2833, RFC 3555, RTP, Wireshark.

· Fault Monitoring: Monitor top Destinations frequently, Monitor (ACD, ASR, PDD, Monitor CDR’s), all Zeta Network Components i.e. SBC, Switches, Route the rs, Servers, PC’s and ensure 99.99% uptime.

· Fault Reporting: If the issue is reported to take necessary steps, make manual test calls and via testing the g tool to reproduce/replicate scenario.

· Fault Escalation: If is the sue is replicated then escalate with concerned carrier/Vendor, the concerned team.

· Fault Resolution: Take necessary actions to resolve the issue which includes escalation with business development team/Finance department/concerned carrier/Concerned Vendor.

· Should be available on call 24x7x365

· KPI: Turnaround time for a customer complaint logged in the subject.

· A. Response time = 30 minutes

· B. Fix/Restoration/handed to commercial time = 24 Hours

· C. Resolution time = 72 Hours

· Routine ng Plan(s): Can create, modify and delete a routing plan for customers and should know how to set Least cost, Load shared and priority routing for different customers.

· To effectively resolve complaints from different customers and to locate the faulty suppliers and reasons of calls failure and it’s troubleshooting.

· Monitor inbound and outbound traffic passing through the system.

· To communicate well and work with teams effectively.

· Complete know how of ticket management system

· Testing of different routes.

· CDR Extraction

Key Performance Indicators:

· Trouble shooting

· Provisioning

· Familiar with System

· Analytical Skills

· Monitoring

· Multitasking

· Testing

Location: Multiple Cities