Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Primary customers contact for incidents.
- Gather the customers information and determine the customer issue
- Log reactive events and incidents in the ITSM ticketing tool. Regular Ticket update.
- Own reactive and proactive incidents that are triggered by Monitoring tools end to end till the incidents resolution.
- Troubleshoot the service to identify the most appropriate resolution path
- Check known error database and update the database where applicable
- Dispatch field engineers as needed.
- Perform functional escalations to engage technical knowledge and expertise
- Keep the customer informed during the entire life-cycle and stages of an Incident.
- Document the incident RFO(Reason for outage); Share the RFO with the customer .
- Detect chronic faults and log chronic incidents accordingly and follow up till resolution.
- Provide customers with product and service information
- Receive customer change request and log inappropriate tool
- Coordinate change requests with customer and NOC L2/L3 Engineers
Job Requirements
- BSc. degree in a technical field related to Information Technology.
- Good knowledge of WAN /LAN
- Good knowledge of Servers / IT infrastructure.
- 3-5 years of experience in customer service and/or call center
- ITIL V3 foundation certified
- CCNA, NSE1 is a plus
- Excellent English / Arabic language skills (written and oral)
- Computer and telephone skills
- Arabic and English (fluent)