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Job Description
Role Objective:
To provide the highest level of standard technical after sales support for the enterprise services, internet, L2VPN, MPLS,VPLS , International VPN ,Video Streaming and WIFI to ensure compliance to performance targets (KPI´s) and overall customer satisfaction.
Main Responsibilities:
- To professionally troubleshoot customer’s enterprise services complaints (internet, VPN, IVPN,WIFI, Video Surveillance) implemented over different media (Leased Line,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 knowledge database.
- To evaluating Change request, Planned Activities, that affect enterprise customers’ operation pre and post change implementation (wireless Services)
- To contribute in any network taskforce that affect 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 company escalation matrix to achieve customer satisfaction and target MTTR.
- To contributing in backbone network congestion notification that affect customers to achieve organizational one team, one goal target
- To contributing in 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
Essential Qualifications and Experience
- 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