Tata Communications: Jr. Customer Service Executive – Network Operations & Support

Job Description

As a Jr. Customer Service Executive – Network Operations & Support at Tata Communications, you’ll be the first line of defense in ensuring seamless IT operations across global teams. This role is at the heart of Tata Communications’ digital infrastructure, focusing on providing L1 technical support, resolving user issues promptly, and ensuring network reliability. You’ll interact directly with internal users, diagnose software and hardware problems, and escalate complex issues to higher-level teams, ensuring uninterrupted service and exceptional user experience.

This position combines technical expertise with strong communication and customer service skills. You’ll support a wide range of IT operations including laptops, desktops, video conferencing systems, Wi-Fi networks, printers, and connectivity links. By managing incidents through the company’s service desk tools and adhering to strict SLAs, you’ll contribute to the organization’s mission of redefining connectivity through innovation, cloud, and mobility services.

Working at Tata Communications means joining a global leader in digital transformation. You’ll gain hands-on experience in IT service management, incident resolution, and customer interaction — laying a strong foundation for a long-term career in IT operations and infrastructure. The company’s inclusive and collaborative culture ensures you grow both technically and professionally while contributing to a connected, intelligent world.

Roles & Responsibilities

• Act as the first point of contact for users reporting IT-related issues, ensuring quick and courteous assistance across phone, email, and chat channels.

• Diagnose and resolve basic hardware, software, and network problems, providing clear guidance and step-by-step solutions to users.

• Manage user accounts and access permissions, handling requests related to login credentials, group memberships, and password resets.

• Use service management tools to log incidents, track progress, and ensure timely closure in accordance with Service Level Agreements (SLAs).

• Escalate unresolved or complex technical problems to L2/L3 support teams while maintaining clear communication and follow-up with users.

• Support IT infrastructure components such as desktops, laptops, Wi-Fi, video conferencing, and office software across multiple locations.

• Assist in maintaining and updating Knowledge Base (KB) and Standard Operating Procedures (SOPs) to improve service efficiency.

• Perform regular checks on system health, network connectivity, and endpoint performance to proactively identify potential issues.

• Collaborate with vendors and internal teams for hardware replacements, maintenance, and connectivity troubleshooting.

• Ensure every support interaction maintains the company’s high standards of customer service, professionalism, and technical accuracy.

Requirements & Eligibility

• Bachelor’s degree in any discipline with strong communication and problem-solving abilities.

• 1–4 years of experience in IT service desk or desktop support roles within enterprise environments.

• Hands-on experience with Windows and Mac operating systems, installation, maintenance, and troubleshooting.

• Familiarity with Microsoft Office Suite, Outlook, and standard desktop tools used in corporate settings.

• Understanding of basic networking concepts including TCP/IP, DNS, and VPNs for connectivity troubleshooting.

• Knowledge of ITIL principles, especially incident and service management best practices.

• Strong customer service orientation with an ability to communicate clearly and empathetically with non-technical users.

• Experience using ticketing systems or service desk management applications for tracking and reporting incidents.

• Flexibility to work in rotational shifts and weekends to ensure continuous support operations.

• Certifications like CompTIA A+, ITIL Foundation, or Microsoft Certified Desktop Support Technician (MCDST) are an added advantage.

Expected Salary

The average salary for a Jr. Customer Service Executive – Network Operations & Support at Tata Communications in Pune typically ranges between ₹3.5 LPA and ₹6 LPA, based on experience, technical proficiency, and communication skills. Professionals with strong ITIL knowledge and prior service desk experience may receive higher compensation. Tata Communications also offers comprehensive benefits, global exposure, and professional development opportunities to foster career growth.

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