Job description / Role
• Deep knowledge of product functionality, Hardware, Tools.
• Perform initial troubleshooting when customer inquiries.
• Work with BO, use-reporting tools according to global processes and procedures.
• Follow up cases looking for an answer/solution, providing constant information to the customer.
• Propose and Implement proactively improvements in Escalation procedures.
• Perform all necessary activities to ensure in-service Performance objectives.
• Telecommunication background.
• Alarms traffic engineering
• Support and troubleshooting a mix of networking technologies including.
• Monitor all the alarms and Escalation as per Criteria.
• Troubleshoot the issue raised by the customer.
• Compiling the Daily Service Interruption report
• Open, Handle & close trouble ticket.
• Follow the issue up to Resolution.
• Solving onsite technical issues remotely
• MDT (maintenance downtime) tasks
• Handle Remedy TT and update properly
• Work in all Shifts.
• Dispatch and guide the Field Engineers for Fault rectifications
• Participate in knowledge transfer, documentation and information sharing.
• Support team leader to participate in all types of Reports.
• Communication with Field Team for TS
• Troubleshoot the alarms on a daily basis and escalation to BO (If required).
• Opening tickets for all kinds of alarms.
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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