Associate- Service Delivery • Service Delivery (GSI)

Black Box; Bengaluru; On-site; INR 350,000 - 520,000; Full time

Benefits offered by this job

Medical coverage

401K

Dental and vision coverage

Job summary

Black Box Network Services is seeking a Tier 1 Analyst for our Global Operations Center in Bengaluru to handle front-line IP telephony support. You will respond via phone, email, or chat, perform basic diagnostics, and escalate more complex issues to Tier 2/3 while keeping precise incident records.

Ideal candidates have 1+ year in technical IP telephony support, strong communication, and the ability to work across teams under pressure.

Qualifications

• 1+ years of technical support experience in IP Telephony.
• Experience with IP telephony technologies and related tools.
• Strong customer service practices and clear communication.
• Hands-on diagnostics and resolution of basic issues.
• Familiar with ticketing tools such as ServiceNow, ProComm or PuTTY.

Responsibilities

• Respond to and resolve initial support requests via phone, email, or chat.
• Perform basic diagnostics on hardware and software issues.
• Escalate complex problems to Tier 2/3 as needed.
• Maintain accurate incident records in the ticketing system.
• Monitor system performance and alerts to pre-empt issues.
• Collaborate with internal teams for effective escalations.

Skills

Problem solving

Excellent communication

Cross-functional collaboration

Customer service orientation

Time management under pressure

Documentation skills

Self-motivation

Tools

ServiceNow

ProComm

PuTTY

Job description

Job Description

JD for Tier 1 ( Global Operation Center)

What You’ll Be Doing

A Tier 1 Analyst typically responding to and resolving initial support requests, troubleshooting basic issues, and escalating more complex problems as necessary. Providing front-line support to users via phone, email, or chat, ensuring a positive customer experience. Keeping an eye on system performance and alerts, identifying and addressing issues before they elevate. Maintaining accurate records of incidents/Service Request, resolutions, and changes in the support ticketing system. Performing basic diagnostics on hardware and software issues, including installation and configuration assistance. Working closely with internal (Tier 2 Tier 3 teams) to relay information and assist with escalated issues.

• First call resolution,
• Abandon call rate,
• Customer Satisfaction surveys Key Relationships

Skills

• Excellent problem solving skills with demonstrated success in root cause analysis.
• Mandate communication both written and oral with excellent attention to clarity and delivery of information to a wide audience.
• Ability to work effectively across all functional groups, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution.
• Oral and written communication skills, learning skills, customer service orientation, problem analysis, problem-solving, adaptability, team interaction, planning and organizing, attention to detail, stress tolerance
• Strong analytical, troubleshooting and documentation skills.
• Excellent Interpersonal Skills, Self-motivated & ability to work on own or with teams
• Ability to work under pressure, handle multiple work assignments, prioritize work and be held fully responsible for decisions.
• Ability to prioritize tasks based on urgency and scope.
• Ability to listen to and understand client requirements

Technical Expertise

• In-depth knowledge of IP telephony systems such as Avaya, Cisco, ShoreTel, Mitel, NEC..etc ( Mandate with 2 Skills )
• Monitoring and basic troubleshooting experience with telephony gateway devices, Communication Server (CS1000), Signalling Server, Media Gateways, Meridian Mail, Call Pilot, Including analog and digital gateways, SBC (Session Border Controllers), and PRI/SIP trunks.
• Familiarity with networking technologies such as LAN/WAN, VLAN, MPLS, VOIP Etc.
• Strong understanding of network troubleshooting

Experience Requirements

• 1+ years of technical support experience in a IP Telephony
• Mandate Technology (Avaya, Cisco, Nortel, Mitel, ShoreTel, NEC, Ring Central, Cognigy, etc)
• knowledge and experience of customer service practices
• Hands on experience with diagnosing and resolving basic technical issue
• Tools: Service Now, ProComm, Putty, etc.

What’s in it for you at Black Box Network Services?

Black Box Network Services is a leading technology solutions provider dedicated to helping customers design, deploy and manage their IT infrastructure. We deliver high-value products and services through our global presence and 3,000 team members.

• Black Box Network Services offers a competitive total rewards benefits package that includes medical, dental, and vision coverage, in addition to a wide variety of additional benefits like a 401K, life insurance, employee assistance programs, fitness reimbursements, identity theft protection, education/scholarship programs and more!

We understand attracting great talent requires going beyond just competitive compensation and benefits. Black Box provides challenging work that creates advancement opportunities within the organization for those demonstrating desire and aptitude through their achievements. We have no shortage of opportunities. If you are looking for a business that allows for individual reward and growth, we are the place for you!