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Network Engineer - L1
Wipro Limited
 ·Â
1-3 years
â‚ą 1.8L/yr - 13.1L/yr (AmbitionBox estimate)
Pune
Network Engineer - L1
Wipro
posted 1 week ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
Do
- Support process by managing transactions as per required quality standards
- Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
- Update own availability in the RAVE system to ensure productivity of the process
- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
- Follow standard processes and procedures to resolve all client queries
- Resolve client queries as per the SLAs defined in the contract
- Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Maintain and update self-help documents for customers to speed up resolution time
- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
- Ensure all product information and disclosures are given to clients before and after the call/email requests
- Avoids legal challenges by complying with service agreements
- Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Accurately process and record all incoming call and email using the designated tracking software
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
- Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
Mandatory Skills: Technical Troubleshooting .
Experience: 1-3 Years .
Role & responsibilities:
Technical Expertise - Prepare the necessary configuration and validation for new customer installations and changes over live sites also troubleshooting technical issues being a part of 3rd line global support.
- Knowledge of Cisco hardware, Nexus, Catalyst and WLAN.
- Has direct responsibility for completion of technical support deliverables defined in the project plan. These deliverables include Cisco routing, switching and WLAN configuration and validations in accordance with customer requirements.
- Knowledge of network routing: BGP, EIGRP, OSPF (VXLAN a plus)
- Undertaking data network fault investigations in local and wide area environments, using information from multiple sources
- Has direct responsibility for completion of technical support deliverables defined in the project plan. These deliverables include Cisco routing, switching and WLAN configuration and validations in accordance with customer requirements.
- Leads and supports Networking and Facility Projects
- Ability to handle multiple projects simultaneously.
- Configuration of routing and switching equipment.
- Remote support of on-site engineers and end users/customers during installation.
- Speaking with customers via email and phone for initial requirement capture. Performance is measured from complete and on-time delivery, according to SLA. Perform end-to-end commissioning in co-operation with customer representatives to prove correct functionality.
- Network Designing, Site Activation, Resolution of different severity level tickets, deactivation of the devices and circuits.
Preferred candidate profile:
- CCNA Global certificate or training
- Hands on experience in firewall
- Knowledge of BGP, MPLS, SDWAN (Viptela, Silverpeak), Wireless (Cradlepoint), Fortigate devices, Nokia devices.
- ISP Site installation, TTU (test and turn up) and Network troubleshooting. CCNP/CCNA (or similar level of knowledge in networking) Knowledge on SDWAN Products. Understanding and Experience on LAN/WAN/WLAN/BGP/MPLS/OSPF/EIGRP/VPN Good troubleshooting Skills
Employment Type: Full Time, Permanent
Read full job description What people at Wipro are saying
Rating based on 321 Network Engineer
reviews
Anonymous · IT & Information Security
in Bangalore / Bengaluru
Job security at wipro currents not as per before,there is no client project
Work life balance and salary wise hike as per initial commitment policy
- Salary - Poor
Network Engineer salary at Wipro
What Wipro employees are saying about work life
Wipro Benefits
Family and Parenting Perks and Benefits Health Care & Insurance Financial & Retirement Professional Support Vacation and Time off 
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