Yahia Assisi

Technical support engineerFull Time

• Job Details:
  Working as level 2 technical support engineer in wireless department, BSS team.
  Expert in packet switching, GPRS and EDGE.
  Create and maintain customer relationships on a day-to-day basis. Maintain high level of customer satisfaction by providing services fully compliant with the SLA.
  Troubleshoot, diagnose, and suggest/perform corrective or preventative maintenance actions on problems reported by customers. Escalate to subsequent support level as needed. Use and provide appropriate CARES and outage documentation, contribute to/review upgrade guides and other procedural documentation.
  Act as “Outage Manager” by identifying the impact of the outage and changes made to the customer network. Ensure outage situations are documented per guidelines to meet contractual root cause analysis obligations.
  Provide pragmatic and effective recovery. Manage and communicate the related risks.
  Provide appropriate follow-up to customers.
  Supply input to and use the knowledge management tools. Proactively share knowledge. Ensure every trouble identified is adequately documented for tracking purposes and learning opportunities.
  Identify and collaborate with knowledgeable internal resources to understand and resolve technical issues. Interface with product business division (level 3/TEC Technical Expertise Center). Responsible for solving customer problems with BSS network according to SLA including outage management
  Providing remote support with 7*24 on call duty
  Remote technical support for more than 30 customers in Europe, Middle East & Africa.
  Local technical support in Slovakia, Qatar, Nigeria, Cameroon, and Egypt.
  UNIX/IP oriented and software based.
  The prime for trainings.
  Participated in Customer Satisfaction project where we have prepared and delivered “Enhancing customer services within technical support” training to ALU technical support teams worldwide.
  OSS operations in Cameroon, Slovakia and Qatar. Managemnet experience:
  GPRS team leader since March 2011.
  BSS lab manager since May 2011.
  Temporary TPM (Technical Project Manager) in Vodafone Qatar (VFQ) for two months.
  Manging the transformation of VFQ wireless managed services into Front End technical support.