JOB DESCRIPTION / ROLE
- First line for receiving active network related calls from RSPs.
- Provides the first level of network support on a 24 x 7 basis working on shifts.
- Proactive network monitoring within the NOC.
- Provides basic diagnostics capabilities to identify the fault or problem.
- Create trouble tickets using the helpdesk system.
- Dispatch Field support staff as needed.
- Escalate to and follow up with L2 support for problems that cant be solved by L1.
- Provide corrective Actions
- Keep the customer informed during the entire life-cycle and stages of an Incident;
- Troubleshoot the service to identify the most appropriate resolution path
REQUIREMENTS
- Degree in Telecoms or related field.
- Experience with Huawei OLT, ONT, and fiber connectivity
- Experience with Huawei switches.
- Ability to work in shifts
- Knowledge with trouble ticketing systems.
- Customer service skills
- PC literate with PowerPoint, Word and Excel
- Previous experience in customer service and / or call centre
- Computer and telephone skills
- Arabic and English (fluent)
ABOUT THE COMPANY
Saudi Networkers Services, incorporated in 2001 with an aim to provide the world class business and consulting services through a combination of market insight, technical excellence and unrivalled agile methodology.
Our success stems from building strong relationships and trusted partners, which enabled us delivering exceptional services to public sector, as well as some world's leading organizations, in Telecommunication, Information Technology, Cyber Security, Banking, Energy, Utilities and various other industry arenas.
We collaborate closely, ideate that how the work gets done, while working alongside businesses to collaborate on growth and applying breakthrough innovations, that drive exponential impact, managed by teams specialized in their assigned industry sectors.
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