Associate - Service Delivery

Black Box
Bengaluru
Workplace: OnsiteFull timeFunction: Transportation & Fleet OperationsExperience: 1+ yearsEducation: bachelorsSkills: ["Problem-solving","Communication","Customer-centricity","Prioritization","Root cause analysis"]

Provide first-line, front-line support for IP telephony systems, handling initial requests with a focus on first-call resolution. Troubleshoot basic issues, monitor system performance and alerts, and escalate complex problems to higher tiers. Support customers via phone, email, and chat, perform basic hardware/software diagnostics, and assist with installation and configuration. Maintain accurate incident and change records in the ticketing system while ensuring timely, accurate resolution and an excellent customer experience.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Black Box
Black Box
3 days ago

Associate - Service Delivery

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Provide first-line, front-line support for IP telephony systems, handling initial requests with a focus on first-call resolution. Troubleshoot basic issues, monitor system performance and alerts, and escalate complex problems to higher tiers. Support customers via phone, email, and chat, perform basic hardware/software diagnostics, and assist with installation and configuration. Maintain accurate incident and change records in the ticketing system while ensuring timely, accurate resolution and an excellent customer experience.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Transportation & Fleet Operations
Seniority: Entry level

Key Responsibilities

  • •Respond to and resolve initial support requests with a focus on first call resolution.
  • •Troubleshoot basic issues and escalate complex problems to higher tiers as needed.
  • •Provide front-line support via phone, email, and chat to ensure a positive customer experience.
  • •Monitor system performance and alerts and take proactive measures to prevent issues.
  • •Maintain accurate records of incidents, service requests, and changes in the support ticketing system.

Key Requirements

  • •1+ years of technical support experience in IP Telephony.
  • •In-depth knowledge of at least two IP telephony systems (e.g., Avaya, Cisco, Nortel, Mitel, ShoreTel, NEC).
  • •Familiarity with networking technologies including LAN/WAN, VLAN, MPLS, and VoIP.
  • •Strong network troubleshooting and basic diagnostics experience.
  • •Excellent written and oral communication skills for clear information delivery.
Experience:1+ yearsIP telephonyNetworking
Education:Bachelor's
Skills:Problem-solvingCommunicationCustomer-centricityPrioritizationRoot cause analysis
Tech Stack:IP telephonyAvayaCiscoNortelMitelShoreTelNECLAN/WANVLANMPLSVoIPService NowProCommPuTTYService ticketing

Company Brief

Black Box
Provides technology infrastructure and managed IT services for enterprises, including network connectivity, data center solutions, collaboration/AV systems, and managed security and support services.
Industry: Professional Services
Headquarters: Pittsburgh, United States
Founded: 1976
Website