Job Details
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Job Description
Rules & Responsibilities:
- To professionally troubleshoot customer’s enterprise services complaints (internet, VPN, IVPN, WIFI, Video Surveillance) implemented over different media (LeasedLine, PreWimax, Microwave, and 3G) and either solve customer complaint remotely or allocate field maintenance resource if needed. This should be done in a timely and effective manner to achieve organizational target MTTR.
- To document all troubleshooting and any case management actions via HP Trouble Ticketing System to track customer’s failure history and build a knowledge database.
- To evaluating Change request, Planned Activities, that affect enterprise customers’ operation pre and post-change implementation (wireless Services)
- To contribute to any network taskforce that affects customer’s solution, performance or stability.
- To ensure cases are escalated to the most appropriate department as part of the case flow process and follow up is done to minimize Customer’s MTTR.
- To ensure that the technical escalation process is in line with the company escalation matrix to achieve customer satisfaction and target MTTR.
- To contributing in backbone network congestion notification that affects customers to achieve organizational one team, one goal target
- To contributing to backbone network failure troubleshooting to minimize overall customer’ Failure MTTR.
- To recommend customer’s connections transfer to another backbone network path upon experiencing any network failure.
- To adhere to established Key Performance Indicators (KPI) to achieve corporate targets
- To indicate that the problem has been passed to problem management in case the failure/incident categorized as problem
- To undertake any other reasonable task as assigned
Job Requirements
Qualification and Experience:
Essential Qualifications and Experience
- B. Sc. in computer or Communications Engineering
- At least 2-3 years’ relevant experience in the telecommunication industry
- Good Knowledge in Network elements (Cisco, Huawei, Juniper)
- Good Knowledge in networking, routing a switching and WAN Technologies
- CCNA is a must
- MPLS and MBGP is a must
Desirable Qualifications and Experience
- Quality of Service is desirable
- ITI is desirable
Skills Profile
- Good interpersonal and communication skills
- Good time management, and organizational skills
- Ability to work under pressure
- Ability to deal with multiple tasks
- Problem solving skills
- Need a willingness to learn and expand knowledge
- A proactive, self-motivated and determined attitude
- Teamwork uses a team approach to solve the problem when appropriate
- Ability to build relationships with peer and management levels both with clients and the company management
- Flexibility in terms of working hours
- A determination to process tasks according to pre-defined processes is essential
- Very Good - Excellent in Arabic &English (Reading, Writing & Oral)
