Customer Advisor at BT

The role is to provide Technical support for LAN/WAN/IPT issues which is customer focused, and able to manage customer expectations while adhering to defined SLA/KPI.  

What you'll be doing

• Responsible for managing the LAN/WAN issues for customer within MTTR
• Needs to coordinate with various stake holders Internal and external to progress reported problems, known caveats, newly available features, software upgrades etc.
• Is responsible for KCI for Technical issues faced by the customer.
• Be part of Technical Bridge calls till resolution.  
• Implementation of Incident driven emergency changes.

We'll also need to see these on your CV

• WAN – Good working knowledge of WAN Protocols – BGP/OSPF/EIGRP/GRE/IPsec/QoS
• LAN – Good working knowledge of Layer2 & Layer 3 switching, hands on experience on 6500, 4500 & 3750 series of switches.
• Should have knowledge of Stacking, VSS concepts.
• Good working experience on Redundancy Protocols HSRP, VRRP.
• Good troubleshooting skills with ISP/Service Providers for Circuit related problems.
• Should have good and effective communication skills.
• Experience on Cisco Wireless and IP Telephony will add more advantage

Qualifications:

• CCNA
• CCNP Adv**

Skills/Experience:

• Min 3 – 4 years technical support experience.
• Min 1 – 2 years work exp handling L2 technical queries.
• Experience LAN, WAN, IP Telephony, Wireless.
• Good communication skills, written & verbal