PRATEEK NIRMAL

• Supervise and guide Level 1, Level 2 Technical support team and business data and voice services such as NBN.
• Implement a follow-up procedure and initiate escalation with vendors and external teams to ensure the achievement of Service Level Agreement (SLA) targets.
• Identify and report high level network faults to the appropriate partners.
• Have strong hold on VoIP/SIP protocol troubleshooting and related standards such as SRTP/RTP, ICE and G.711.
• Monitor the daily operations of the end-to-end delivery process to ensure alignment with customer expectations.
• Remote Monitoring and Management network devices via Cisco Meraki and Fortinet routers.
• Provision, manage and troubleshoot VoIP and Cloud PBX Telephony systems through AsterLink, RPS - Management Cloud Service. (Mitel and Yealinks)
• Configuration and testing of SIP protocol, SIP trunking and call routing, Voicemails, IVR - Auto attendants, Creating RING Groups for call flow.
• Implement Quality checks and configuration of VOIP handsets.
• Configure Managed Internet Networks, SOHO modems such as Netgear, cisco Meraki, TP- links and DrayTek)

• Serve as the initial point of contact and represent Compare the Market.

• Attentively listen to and acknowledge customer inquiries, offering effective solutions.

• Handle customer profiles using the live SAP interface.

• Verify NMI and MIRN through live government websites MSATS and MIRN Discovery.

• Provide regular reports on customer activity and conduct follow-ups as needed.

• Manage the renewal process for electricity and natural gas contracts.