Associate - Service Delivery

Black Box; Bengaluru; On-site; INR 300,000 - 520,000; Full time

Job summary

Black Box in Bengaluru, India is seeking an Associate for the Service Delivery team to provide first-line support for basic technical issues, with emphasis on IP telephony and networking. You will troubleshoot, log incidents, and collaborate with internal teams to ensure smooth operations and accurate records.

This role requires strong communication, problem-solving, and a customer-centric approach. You will also monitor system alerts, enable timely resolutions, and stay updated on evolving IP

Qualifications

• 1+ years of technical support experience in IP Telephony.
• 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.

Responsibilities

• Respond to and resolve initial support requests, focusing on first call resolution.
• Troubleshoot basic issues and elevate 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.

Skills

IP Telephony

Networking

Troubleshooting

Communication skills

Incident management

Tools

Service Now

ProComm

Putty

Job description

Job Description

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.

Job Description

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 elevate 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.