Analyst Technical Diagnosis And Troubleshooting

Job description

Your Role & Responsibilities: Ideal job for candidates that have experience working for a Telecom company in the fixed-line process for any of the following global Telecom clients across the globe. If you’ve handled customer issues related to Broadband/Fiber Provisioning, No-Connectivity, Wireless, Slow-Speed issues, you’ll have a good rewarding career on the Network-side of how customers consume Internet and Data & Voice Services. Key Responsibilities Review Telco Access and Circuit order by performing network checks and site readiness to ensure provisioning of order is line with customer’s order Perform and document all checks and component testing to determine completeness and accuracy of all information Perform tasks and activities to ensure on-time request through local Telco Access providers Perform exception and escalation management tasks or actions including documenting and escalating as required to be able to meet and deliver customer promised commitment timelines Deliver on-time response and resolution updates via Phones, Emails, Tickets/tasks from various stakeholders, internal and external Provide weekly order summary performance to drive Telco turnaround performance Track, manage, and reso lve all Third-Party Access Provider related activities, milestones, & escalations Coordinate with Local Field Technicians, 3rd Party Vendors and Local Telco Access providers in performing standard testing test, install and activations of local circuits and porting of telephone numbers in systems and troubleshooting of connectivity Coordinate and conduct standard testing as required based on the product type Troubleshoot, document, and resolve issues identified and certify services end to end Support on escalated cases from Network Field Operations or Customers to support site surveys when circuit testing is involved Skill Requirements Skills and Qualifications: Customer facing experience good knowledge of Telecommunications and familiar with working with Telcos – Fixed Line: At the time of submitting your resume, please identify the Telco provider and the country you’ve had experience working with/or for. Good command over German language/good verbal and non-verbal communication skills Basic knowledge of Networking Infrastructure - Hubs, Switches, Routers (mainly Layer 1 & 2 devices) Very good with Task management: Attention to Detail Ability to follow instructions and logical tasks Ability to remember and organize follow-up tasks Ability to Document tasks and actions for order reviews and updates Ability to coordinate with others in ensuring task completion Excellent computer system proficiency skills with working & navigating across multiple applications Other Requirements 1. Optional But Valuable Certifications In Voice Communication Or Itil Foundations Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. 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