Women's Hiring For Voice Service Desk Agent (Networking)

Women's Hiring for Voice Service Desk Agent (Networking)
Note: The cut-off date to complete the aptitude test for this posting is 11th October.
Role-Technology Process Specialist- Voice Service Desk Agent (Networking)
Experience-2-3 Years
Location-Pune
Education-Graduation
Notice Period-30 Days
Job Description:
Roles and Responsibilities:
Provide L1.5 technical support to Customer employees, partners, and vendors
Handle inbound customer calls, tickets, emails, and proactive alerts with a focus on first-contact resolution
Resolve 9095% of interactions within the team without escalation.
Perform time-critical functions such as BCP activations and retail store support
Provide comprehensive support across Corporate, Enterprise, and Government services.
Handle diverse customer environments, applications, and support processes.
Collaborate with Major Incident Managers (MIMs) for P1/P2 incidents.
Support a wide range of products including (At least one skill is desirable)
Networking (WAN, SDWAN, Fibre, 4G/5G,Firewalls)
Devices: Fortinet, Meraki, Cisco
Mobile: IoT, Cloud Phone, Mobile Extension
Voice: Cloudphone, Voice Connect, Webex, Genesys Cloud
ESSENTIAL
Customer-centric mindset with a proactive approach to problem-solving.
Ability to work independently and collaboratively in a 24/7 environment.
High attention to detail and commitment to service excellence.
PREFERRED
2 to 3 years in a technical service desk or 1 or 2 years in a NOC role
Good to have Certifications in networking (e.g., CCNA,SDWAN), Microsoft, or ITIL are advantageous.
Experience supporting enterprise environments and working with ticketing systems.
Strong documentation and communication skills.
Operate at a Level 2 support capability
Strong troubleshooting skills across Telco and IT domains.
Ability to engage in technical conversations with enterprise-level customers.
Experience working with vendors for advanced issue resolution.
Responsible for maintaining high first-contact resolution rates across our Corporate, Internal, and After-Hours Service Desk functions
Excellent communication skills, and the ability to work independently in a fast-paced, customer-focused environment.
Networking: TCP/IP, DNS, DHCP, VLANs, BGP, OSPF, MPLS, VPNs; Cisco, Juniper routers and switches; SD-WAN platforms (e.g., Cisco Viptela, Fortinet), Voice, Mobile.
Data Connectivity: Enterprise internet, Fiber, copper, and wireless last-mile technologies.
ITSM tool- ServiceNow
ADDITIONAL
24 x 7 work from office shift
8x7 shift-based support, weekend and holiday support on requirement basis
Excellent customer facing skills
Excellent written and verbal communication skills
Strong attention to detail and outstanding analytical and problem-solving skills.
REGISTRATION PROCESS:
The Candidate ID is mandatory to attend the interview. Please follow the below instructions to successfully complete the registration. (Talents without registration will not be Considered for the next stage).
Candidate ID Registration process:
STEP 1: https://career.infosys.com/joblist
STEP 2: Click on "Register" and provide the required details and submit.
STEP 3: Once submitted, Your Candidate ID (100XXXXXXXX) will be generated.
STEP 4: The candidate ID will be shared to the registered Email ID.
The interview will be conducted as per the scheduled invite ONLY
SHL Test (AMCAT ID) Registration process:
This assessment is proctored, and talent gets evaluated on Basic analytics, English Comprehension and writex (email writing).
STEP 1:
https://amcatglobal.aspiringminds.com/?data=JTdCJTIybG9naW4lMjIlM0ElN0IlMjJsYW5ndWFnZSUyMiUzQSUyMmV
( Please copy this link, paste it into your Google search bar, and click on the result.)
STEP 2:
Click on "Start New Test" and follow the instructions to complete the assessment. When prompted to select a unit, please choose TSO to proceed further.
STEP 3:
Once completed, please make a note of the AMCAT ID (Access you Amcat id by clicking 3 dots on top right corner of screen).
NOTE:
During registration, you'll be asked to provide the following information:
Personal Details: Name, Email Address, Mobile Number, PAN number.
Availability: Acknowledgement of work schedule preferences (Shifts, Work from Office, Rotational Weekends, 24/7 availability, Transport Boundary) and reason for career change.
Employment Details: Current notice period and total annual compensation (CTC) in the format 390000 - 4 LPA (example).
Candidate Information: 10-digit candidate ID starting with 100XXXXXXX, Gender, Source (e.g., Vendor name, Naukri/LinkedIn/Found it, or Direct), and Location
Interview Mode: Walk-in
Attempt all questions in the SHL Assessment app.
The assessment is proctored, so choose a quiet environment.
Use a headset or Bluetooth headphones for clear communication.
A passing score is required for further interview rounds.
5 or above toggles, multi face detected, face not detected, or any malpractice will be considered rejected
Once you've finished, submit the assessment and make a note of the AMCAT ID (15 Digit) used for the assessment.
The interview will be conducted as per the scheduled invite
Regards,
Infosys BPM Recruitment team

Work arrangement
No