Responsibilities
- Technical Support serving as escalation resource to resolve complex issues with the following products: Enterprise Mobility Management (EMM), Content Delivery Network (CDN), and IoT Smart Cities
- Work directly with customers to resolve trouble tickets escalated from Tier 2
- Escalate issues to Tier 4 vendors as appropriate.
- Ensure customer satisfaction through timely resolution of escalated issues.
- Utilize Internet Protocols (HTTP, DNS, TCP/IP, ICMP) and Internet Components (routers, proxies, gateways, servers
- Demonstrate strong troubleshooting skills in a customer-facing environment
Qualifications
- Required: Japanese Language (N2/N1/Native)
- Basic Telecom, MS-Office, Client Products, Networks Fundamentals, Network Design Level 1 and 2
- Excellent written and verbal skills in English (CEFR B2 and above)
- Should have strong networking background
Required Skills
- Technical Support, Customer Facing, Troubleshooting
Skills Preferred
- May monitor and train junior engineers and act as subject matter experts for customer and AT&T organizations
- Determine feasibility of technical solutions
- Assist in root cause determination of network and related problems
- Knowledge of LAN protocols like STP, RSTP, DTP, VTP, HSRP, VRRP etc.
- Knowledge of WAN protocols like EIGRP, OSPF and BGP. Good and working knowledge of MPLS
- Knowledge of Wireless, including Controllers based Access Points
Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.
