Associate Service Delivery
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Job Summary
The Associate will be a key member of our Service Delivery team offering first-line support and resolution for basic technical issues. This role is critical in maintaining our high standards of customer service and ensuring smooth operations. The successful candidate will have a strong foundation in IP telephony systems and networking technologies with excellent problem-solving and good communication skills.
Responsibilities
- Respond to and resolve initial support requests focusing on first call resolution.
- Troubleshoot basic issues and escalate complex problems to higher tiers as needed.
- Provide front-line support via phone email and chat ensuring a positive and timely customer experience.
- Monitor system performance and alerts taking proactive measures to prevent issues.
- Maintain accurate records of incidents service requests and changes in the support ticketing system.
- Perform basic diagnostics on hardware and software offering installation and configuration assistance.
- Work closely with internal teams to relay information and assist with escalated issues.
- Ensure timely and accurate issue resolution fostering a seamless client experience.
- Stay updated on IP telephony systems and networking technologies to provide effective support.
Qualifications
- 1 years of technical support experience in IP Telephony is mandatory.
- In-depth knowledge of at least two IP telephony systems: Avaya Cisco Nortel Mitel ShoreTel NEC etc.
- Familiarity with networking technologies: LAN/WAN VLAN MPLS VoIP etc.
- Strong understanding of network troubleshooting and basic diagnostics.
- Excellent problem-solving skills with a track record of successful root cause analysis.
- Mandate communication skills both written and oral with a focus on clarity and information delivery.
- Ability to work effectively across functional groups and prioritize tasks based on urgency.
- Hands-on experience with diagnosing and resolving basic technical issues.
- Proficiency with tools like Service Now ProComm and Putty is preferred.
- A customer-centric approach and a passion for delivering exceptional support.
Required Experience:
IC
About Company
Black Box® is a trusted IT solutions provider delivering cutting-edge technology products and world-class consulting services to businesses across the globe.
