Support Engineer (L1)

Job purpose

•  Monitoring alarms and performance of complex Telecom BSS systems, initiate trouble tickets (TT) in case of any event with monitored nodes, escalate to L2 support for unresolved issues
•  Responsible for execution of fault correction steps for the known Issues (L1 Tickets/Incidents)
•  Responsible for execution of preventive maintenance activities to ensure that services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels.

Duties and responsibilities

•  1st level Incident Management
•  Proactive monitoring and alerting L2 teams. Forward issues that cannot be addressed by the L1 team to the appropriate resolver group (Level 2 Team).
•  Monitor and respond quickly and effectively to requests received through the monitoring tools as per the SLA defined in the process.
•  Escalations and Follow up with the other Resolver Groups on the escalated issues
•  Working in shifts in a 24/7 support team.
•  Prior experience of IT Operations (Pref. in telecom domain) is must.
•  Prepare and maintain Documentation, Reports, and provide follow up status on identified tasks
•  Work as a team member, providing support to colleagues as and when required.

Skills

•  1-3 years of experience in IT operations (Telecom BSS area preferred)
•  Understanding of ITIL Processes
•  Willingness to learn and staying up to date in the IT / Telecom Billing Domain
•  Creativity and Problem Solving, Out of the box thinking
•  Understanding of SLA (Service level Agreement) concept
•  Knowledge sharing & Collaboration Skills
•  English skills (oral and written)