Job Details :
# Industry: IT
# Profile Offered: Trainee Associate
# Course Specialization: Technical Qualification (B-Tech)
# Target Batches: 2018 (Candidate should not have any standing backlogs)
# CTC Offered: INR 331,100 per annum
# Job Location: Gurgaon
# Interview Location: Gurgaon, Haryana (Please Note: Interview Date and Venue will be confirmed Post registration process is over)
Process overview :
# 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
Skill Set Required :
# Excellent written and spoken English language skills
# 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
# Four year graduate Degree, B.Tech (Electronics, computers, CS, Electrical, IT)
# ITIL Certification or ITIL Awareness is preferred
# CCNA level knowledge.
How to Apply for this Job ?
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https://www.myamcat.com/jobs/description/trainee-associate-job-for-fresher-in-british-telecom-in-gurgaon/43895?source=chetanasSource By :- chetanasforum.com/