Service Desk for Mobility & Fiber

Company Overview

Jio is Indias pioneering telecom operator serving over 400 million customers with cutting-edge digital apps enterprise solutions and end-to-end 5G offerings. Headquartered in Navi Mumbai we drive digital transformation for both consumer and business markets in the media and telecommunications industry.

Job Overview

The Service Desk for Mobility & Fiber role at Jio requires a mid-level professional with 46 years of experience in customer support and technical troubleshooting. This full-time position is based in Navi Mumbai and involves providing high-quality support for mobility and fiber services within Jios expansive network.

Qualifications and Skills

• Customer Support experience with demonstrated expertise in resolving diverse telecom service issues for mobility and fiber (Mandatory skill).
• Network Troubleshooting skills to quickly diagnose isolate and resolve connectivity and performance issues (Mandatory skill).
• Fiber Optic Troubleshooting expertise to efficiently address faults including breakdowns and degradations in optical connections (Mandatory skill).
• Proficiency in Ticket Management systems ensuring incidents and service requests are logged tracked and resolved within SLA.
• Experience working with Remote Desktop tools for providing seamless technical assistance to users or field staff across varied devices and platforms.
• Knowledge of Mobile Device Management solutions including deployment monitoring and troubleshooting of enterprise mobility devices.
• LAN/WAN Support background handling configuration monitoring and basic troubleshooting for client and enterprise network environments.
• Ability to communicate complex technical issues clearly and professionally to non-technical customers and team members promoting a positive customer experience.

Roles and Responsibilities

• Deliver prompt and effective first-line support for mobility and fiber users through the service desk ensuring high service continuity and customer satisfaction.
• Analyze troubleshoot and resolve customer-reported incidents related to fiber optic connectivity network issues and mobile device malfunctions.
• Monitor and manage service tickets from initiation to closure maintaining accurate records and adhering to defined SLAs and escalation procedures.
• Collaborate with technical teams for advanced troubleshooting root cause identification and follow-up actions on complex technical incidents.
• Utilize remote desktop and mobile device management tools to provide efficient remote assistance and troubleshooting support.
• Support LAN/WAN infrastructure troubleshooting for both enterprise and consumer clients escalating issues as necessary for faster resolution.
• Proactively communicate with users to provide status updates guidance and recommendations for both immediate fixes and preventive actions.
• Document all troubleshooting steps solutions and best practices to build a comprehensive knowledge base for continuous service improvement.