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(0-6 Months) 'BRITISH TELECOM' : BE / BTECH : Technical Support Trainees L1 : Last Date - 21 September 2018 @ NCR

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British Telecom (BT)


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 choose us?
We're looking for people who'll 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 it's really like to work here.

Our company
We're the world's most established telecoms company. We employ over 100,000 people in over 180 countries.

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

(0-6 Months) BE / BTECH : Technical Support Trainees L1 (99201) @ Gurgaon (Haryana)

Note: This is NOT a direct Walk-In. You need to apply only at given URL and only shortlisted candidates may be called by the company for test/interview. 

Job Details :
# Job function: Customer Service and Contact Centres
# Main location: India-India-Gurugram-Gurugram
# Schedule: Full-time
# Working pattern: Nights
# Salary: competitive
# Closing date: Sep 21, 2018, 11:59:00 PM

Qualifications :
# Four year graduate Degree, B.Tech (Electronics, computers, CS, Electrical, IT)
# ITIL Certification or ITIL Awareness is preferred
# CCNA level knowledge is mandatory.

Purpose Of Role :
# To Provide expert support on process and products and to ensure a professional and consistent delivery of quality service to BT customers and achievement of operational targets and manage workload

Key Responsibilities :
# Works on the Global technical management/Implementation teams and pro-actively responds to customer faults and changes within defined service levels.
# Understanding from Business management team the expected solution.
# Understanding following from the solution architect - overall solution being proposed / Hardware components proposed for designs
# Use tools and systems to produce cost builds.
# Choice of solutions technologies / services to best fit our client’s requirements.
# To deliver operational service in 24/7 work environment
# Change Request to manage customer requests and queries
# Direct engagement by phone with the end client for clarification of information/conformation of completion of  request
# Managing 3rd party suppliers for Incident resolution / Change request implementation- Service Provider, Field support team, Cisco TAC.
# Escalation of Incidents and changes in jeopardy of completion within defined service level to Operations Manager for onward resolution
# KCI (Keeping customer informed) using phone on Incidents and CHANGE to provide continuous and timely feedback to the end client on progress
# Initiate and Support Problem Management Process
# Initiate and Support Special Incident Investigation and Incident analysis report
# Attending weekly customer service/internal change review calls (Customer Champion) as and when required
# Monthly reporting to the Service Manager and Account Manager (Customer Champion)
# Daily / Weekly / Monthly reporting
# To maintain the CHANGE queue as low as possible to ensure maximum attention to each and every customer request or query.
# To attend various workshops and training events arranged by the operations manager to improve the technical skills and BT product knowledge.
# To attend BT internal meetings to review and improve the support processes to BT customers.
# To attend customer awareness training sessions

Requirements :
# Excellent written and spoken English language skills
# Experience required: 0-6 months
# Good understanding on routing and switching functionality.
# Must have basic understanding on routing protocols like OSPF and EIGRP which should cover neighbourship process, states and packet types.
# Basic understanding on BGP which should cover - neighbourship process, its states and path selection attributes.
# Should possess clear understanding on I.P and MAC address, sub netting and summarization.
# Knowledge of Spanning tree protocol which should cover root bridge/port and designated port election, types (CST, PVST, RSTP) of STP and states of STP.
# Good understanding on the concepts of  VLAN  and its types, VTP modes and messages.
# Knowledge of Access and Trunk ports, concept of tagging and its types (ISL, Dot1q) on trunk ports

How to Apply for this Job ?

Apply Online Here

Note: Apply before the link is expired/removed.

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