• Handle escalations and recommend proactive solutions for repetitive escalations.
• Ensure technical escalations related to ViaTV are followed up by agents properly
• Ensure SLA is met for the tickets escalated to ViaTV
• Ensure timely and proper solutions for tickets escalated is provided by agents
• Intervene where agents are unable to provide the solutions and handle the situation accordingly
• Keep up to date information about the devices situated at data centers
• Evaluate the reports prepared by QCA of the agents and provide insights on how to improve the functionality of the agents resulting in maximum output from teams and individuals
• Oversee the performance of technical agents
• Responsible for the day-to-day operation and supervision of the Technical Support Team
• This position will provide direct supervision of the technical issues of ViaTV
• Recommend or perform actions to correct problems based on knowledge of IPTV
• Researches, provides and document confident, accurate solutions to user problems on a timely basis
• Monitors support activity and inform colleagues and managers of any perceived trends, positive or negative tickets escalation
• Coordinate ne hire technology training
• Acquiring and maintaining a highly competent knowledge of relevant issue, current support policies and methods of support delivery
• Assist in streaming and transcoding.
• Reporting regarding streaming and transcoding to responsible person.

Major Responsibilities of IPTV Support and Monitoring Department

• Monitor various regional and international channels
• Monitor the devices situated at Data Centre
• Inform and relay message to the concerned departments regarding the downtime of incidents occurring.
• Report, open & close incident of the incidents occurring.
• Make proper documentation of all the occurring incidents regarding IPTV
• Stand as a mediator and central source of information flow of problems between ViaTV and Vianet
• Manage and maintain the monitoring tools for its smooth operation.
• Have proper knowledge about the monitoring tools in use namely MRTG, Check MK, Cacti, Zabbix
• Maintain and manage the data center.
• Look after the issues and promptly solve any kind of issues related to data center and IPTV
• Agent should proactively handle technical escalations regarding IPTV.
• Log customer/employee queries in appropriate heading with problem described in task the task assigned
• Coordination between the customers and inter departments
• Identify and escalate priority issues per Client specifications.
• Develop diagnostic skills with solution in mind for IPTV
• Involve in documentation and active resolution process based on such requests
• Update task as action taken to troubleshoot with common title and clear language
• Timely Escalation of problem to other department and supervisors
• Educate other team members about the issues and action taken to solve the same.
• Receive handed over task by other shift and handle with prioritizing solutions.
• Actively participate in the training (Tech and non tech) to develop the learning
• Responsible for maintaining the defined KPI of the department
• Sharp Technical Knowledge and soft communication skills

Benefits of joining us!
• Accidental and Medical Insurance
• Company Bonus
• Dashain Bonus
• Online Medical Consultation
• Paid annual leave and sick leave
• Social Security Fund (SSF)
• Internet Benefit
• We value continuous growth and development