- Work with a team of engineers and data analysts to meet the objectives of :
- 24 x 7 Remote Monitoring
- Technical Support to development team, field team and customer
- Responding in a time bound manner to customer requests and queries
- Bridging between Customers, Field teams & Development teams, and also providing regular analysis of data to interpret health product supplied to customer.
- Requires high level of skill sets in Communication, Client interaction, Work flow, Team building /development.
Technical skill sets include (but not limited to)
- Understanding the operations & maintenance (O&M) of Telecom towers especially for passive infrastructure – Power, Fuel, Environment, Access
/Security, Alarm escalations - Understanding the essence of Remote Monitoring (of the above mentioned passive infrastructure in telecom towers) and the advantages thereof, it brings to customer.
- Quick learning ability to get complete picture of Invendis RMS solution – Hardware (device features & capabilities), Software (application features & capabilities).
- Data analysis skills – to be able to analyze & apprehend situation (health of equipment) at site based on the received data and present meaningful & value added reports.
- Follow standard processes and procedures of Support team
- Identify and escalate priority issues as per Client specifications
- Redirect problems to appropriate resource/department.
- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.
- Stay current with system information, changes and updates Education qualification & Work experience B.E. in Electrical / Telecommunication / Computer Science
3 – 4 years’ experience in Telecom domain with exposure of working in NOC Should have worked within a team of engineers in areas of Customer support / Application Support
Total education years of 10+2+4 (minimum)
Mandatory Skills
- Must have relevant experience in supporting web-based application
- Matured handling of technical issues of field and continuous follow up until resolution.
- Ability to bridge between customers, support team and development teams for resolution of critical issues.
- Effective communication skills and the ability to interact professionally with a diverse group of clients and staff.
- Knowledge of basic electrical sciences (Energy meters, Current sensors etc.)
- Good grasping power for quick learning (technical comprehension) of product & process.
- Problem analysis based on trend of events
- Medium to high level of knowledge in application troubleshooting and database queries to analyze present/historical data and able to identify
problems from it.
Desired Skills :
- Good communication and interpersonal skills
- Fluency in communicating English (read, write, speak) and Hindi (speak) language
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Travel
On need basis