Enterprise Support Representative ( VAS)

SKILLS & RESPONSIBILITIES

• Proactively monitor customer circuits and network services on a 24×7 shift basis and respond promptly to any issues or outages.
• Handle inbound and outbound customer service calls, providing timely and effective technical support.
• Proactively monitor IPLC links, Nagios, and other network monitoring systems to ensure service availability and performance.
• Perform remote troubleshooting and coordinate field visits when required to resolve customer-reported issues.
• Initiate appropriate actions in response to customer requests and communicate changes to relevant teams, branches, and offices nationwide.
• Follow up on issues and escalate to concerned teams or departments to ensure timely resolution and customer satisfaction.
• Manage and follow up on all customer support tickets, including during off-hours, weekends, and public holidays.
• Monitor real-time system performance, analyze alerts, and respond quickly to incidents to minimize service impact.
• Identify recurring or major issues affecting multiple customers and escalate to the Team Leader, support teams, sales, or resolver groups as required.
• Maintain daily task reports, incident logs, and assist in updating technical documentation and SOPs.
• Ensure proper communication with customers regarding issue status, progress, and resolution.
• Follow company policies, procedures, and security guidelines while performing operational tasks.
• Perform any other duties assigned by the supervisor or management.

QUALIFICATIONS & REQUIREMENTS

• Bachelor’s Degree in any discipline with 2+ years of experience in support function.
• Experience with a diverse range for Monitoring Suites not limited to Nagios & Cacti
• Good problem management, troubleshooting and analytical skills.
• Highly motivated and able to meet scheduled deadlines in a fast-paced, service-driven environment.
• Proven strong customer service oriented.
• Willingness to undertake additional projects and responsibilities.
• Flexibility with working hours (On / Off hours as required)
• Willing to visit customers extensively (for meetings & troubleshoot)
• Ability to communicate and engage effectively, verbally and in writing, in English with customers and colleagues.
• Should have Two wheeler.