Profile
- 2+ years’ Experience
- Familiar with Managing Helpdesk, Network, and voice operations, good communication skills
- Excellent team handling and team management skills should be able to handle escalations.
- Good Interpersonal skills and capable of managing and addressing End customer requirements.
- Responsible for driving CSAT in coordination with the in-house technology team.
- Should know about reporting like MIS preparation/understating of keywords like SLA, severity
Deliverables
24×7 Escort Services:
- Need to be available to meet people at the security desk and escort them to their equipment
If the vendor is sent to the site need someone to stay with them while they complete their work in the data room - Spare Management:
Provide secure space for teams to store their spares
- Develop a process where people know who to contact to get space in the facilitate
- Key management that would be available 24×7
Shipping & Receiving Services:
- Develop a process where people know who to contact to receive or ship equipment at the site.\
- Hardware/Spare Inventory Management & related support.
Phone Moves (Hard MAC’s)
- All phone moves no matter the size are part of the EUC package
Management of Site Contacts
- Site contacts will be updated in FACT as information changes
- The quarterly review will be conducted with the Converged Infrastructure team.
Level 1 troubleshooting for Network/Voice including new service now queue management for site services (for all L1/cabling related activities).
- L1 support about Voice & Network (including frame punch down in a phone, Town hall/audio & video conference support)
- Coordination with Telcos (including language support) for links /ADSL/Home Office support (for Sr leadership)
- Regular checks of Tech infrastructure in the conference rooms and TP rooms.
- Maintaining all connectivity (including cabling) documentation from LAN switch ports to field ports
- MDF voice cabling etc.
- Town halls, Audio Conferences, Webcasts & event management-related support.
- Home Office Support for Sr leadership (SVP & above).
- Datacenter readiness activities
- Coordination with GRE for Power, rack space & cabling, etc for new equipment installation/ expansion, along with raising RFC.
- Coordination with GRE/FM and other teams for data center power shutdown/maintenance-related activities.
- Support RTR operational governance/related activities, as per Secondary raised floor standards/procedural requirements.
