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Company
Name :
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Alcatel-Lucent
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Eligibility/
Skills
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College / University Degree
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Walkin Date :
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August 2013
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Experience
Required:
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Freshers/Exp
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Walkin
Location:
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Bangalore
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Job Role:
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Technical Support Engineer – IP/Network Security
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Website
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Job Description :
- Create and maintain customer relationships on a day-to-day basis. Maintain high level of customer satisfaction by providing services fully compliant with the SLA.
- Troubleshoot, diagnose, and suggest/perform corrective or preventative maintenance actions on problems reported by customers. Escalate to subsequent support level as needed. Use and provide appropriate CARES and outage documentation, contribute to/review upgrade guides and other procedural documentation.
- Act as “Outage Manager” by identifying the impact of the outage and changes made to the customer network. Ensure outage situations are documented per guidelines to meet contractual root cause analysis obligations.
- Provide pragmatic and effective recovery. Manage and communicate the related risks.
- Provide appropriate follow-up to customers.
- Supply input to and use the knowledge management tools. Proactively share knowledge. Ensure every trouble identified is adequately documented for tracking purposes and learning opportunities.
- Identify and collaborate with knowledgeable internal resources to understand and resolve technical issues.
- Interface with product business division (level 3/TEC Technical Expertise Center), respectively OEM support centers.
- Participate in an Emergency Support Rotation covering 24×7 network outage and service degradation restoration (OnCall Rotation).
- Participate in project teams to introduce new platforms and customers into operations. Review technical specifications, create operational concepts and run operational acceptance tests.
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