Engineer - Captive Operations

About The Company

Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications

Key Responsibilities

• Act as the first point of contact for end-users via phone, email, chat, or ticketing system.
• Log, categorize, and prioritize incidents and service requests in the ITSM tool.
• Troubleshoot and resolve Level 1 issues (password resets, access issues, software installations, basic network problems, etc.).
• Escalate unresolved issues to Level 2/3 teams as per the defined process.
• Ensure timely resolution and closure of tickets in line with SLA commitments.
• Provide remote assistance using remote support tools.
• Document known errors, FAQs, and workarounds in the knowledge base.
• Support onboarding/offboarding processes (account creation, access provisioning, hardware/software setup).
• Prepare daily/weekly/monthly reports on service desk activities.
• Ensure excellent customer service and end-user satisfaction.