Associate- Service Delivery • Service Delivery (GSI)

JD for Tire 1 ( Global Operation Center)

What You’ll Be Doing

A Tier 1 Analyst typically responding to and resolving initial support requests, troubleshooting basic issues, and escalating more complex problems as necessary. Providing front-line support to users via phone, email, or chat, ensuring a positive customer experience. Keeping an eye on system performance and alerts, identifying and addressing issues before they escalate. Maintaining accurate records of incidents/Service Request, resolutions, and changes in the support ticketing system. Performing basic diagnostics on hardware and software issues, including installation and configuration assistance. Working closely with internal (Tier 2 Tier 3 teams) to relay information and assist with escalated issues.

• First call resolution,
• Abandon call rate,
• Customer Satisfaction surveys Key Relationships

Skills:

• Excellent problem solving skills with demonstrated success in root cause analysis.
• Mandate communication both written and oral with excellent attention to clarity and delivery of information to a wide audience.
• Ability to work effectively across all functional groups, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution.
• Oral and written communication skills, learning skills, customer service orientation, problem analysis, problem-solving, adaptability, team interaction, planning and organizing, attention to detail, stress tolerance
• Strong analytical, troubleshooting and documentation skills.
• Excellent Interpersonal Skills, Self-motivated & ability to work on own or with teams
• Ability to work under pressure, handle multiple work assignments, prioritize work and be held fully responsible for decisions.
• Ability to prioritize tasks based on urgency and scope.
• Ability to listen to and understand client requirements

Technical Expertise:

• In-depth knowledge of IP telephony systems such as Avaya, Cisco, ShoreTel, Mitel, NEC..etc ( Mandate with 2 Skills )
• Monitoring and basic troubleshooting experience with telephony gateway devices, Communication Server (CS1000), Signalling Server, Media Gateways, Meridian Mail, Call Pilot, Including analog and digital gateways, SBC (Session Border Controllers), and PRI/SIP trunks.
• Familiarity with networking technologies such as LAN/WAN, VLAN, MPLS, VOIP Etc.
• Strong understanding of network troubleshooting

Experience Requirements:

• 1+ years of technical support experience in a IP Telephony
• Mandate Technology (Avaya, Cisco, Nortel, Mitel, ShoreTel, NEC, Ring Central, Cognigy, etc)
• knowledge and experience of customer service practices
• Hands on experience with diagnosing and resolving basic technical issue
• Tools: Service Now, ProComm, Putty, etc.

What’s in it for you at Black Box Network Services?

Black Box Network Services is a leading technology solutions provider dedicated to helping customers design, deploy and manage their IT infrastructure. We deliver high-value products and services through our global presence and 3,000 team members.

Black Box Network Services offers a competitive total rewards benefits package that includes medical, dental, and vision coverage, in addition to a wide variety of additional benefits like a 401K, life insurance, employee assistance programs, fitness reimbursements, identity theft protection, education/scholarship programs and more!

We understand attracting great talent requires going beyond just competitive compensation and benefits. Black Box provides challenging work that creates advancement opportunities within the organization for those demonstrating desire and aptitude through their achievements. We have no shortage of opportunities. If you are looking for a business that allows for individual reward and growth, we are the place for you!