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Job Description
Job Purpose:
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.
Job 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.
- 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 indicate that the problem has been passed to problem management in case the failure/incident categorized as problem.
Job Requirements
- 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
- 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
