Job Purpose
Provide all technical needs for Large Enterprise (LE) customers and follow up on the highest quality level and steadiness of the service.
Report To Position Name
§ Respond to all technical needs and requests of the LE customers to insure proper & professional handling for LE customers
§ Handle LE customers’ critical and highly escalated problems and complains with full privilege on the network devices on spot to ensure timely and proper solving of problems
§ Act as a temporary resident engineer for problems that needs troubleshooting from customer network or for customers who have high rate of problems till solving all problems and ensure service stability and reliability.
§ Control maintenance technicians while handling the problems needed field actions to ensure proper problem resolution.
§ Work with other technical teams for problems and complains that are in their scope to ensure the full and efficient problem handling.
§ Follow up with vendors TAC and support teams to manage complex faults that affect technology & services boundaries.
§ Periodically test LE customer connections and apply corrective actions to ensure high quality and best service performance and SLA and KPIs fulfilment.
§ Handle the repeated problems and work on finding a creative solution for its chronic root causes to ensure the high steadiness of the service.
§ Perform service acceptance for the new installed connections for LE customers to grantee delivering our customer the requested service within the high quality and performance standards.
§ Act as an E2E Level 3 support engineer for the reported problems and complains powered by entitlement to modify and maintain all customer path configuration to ensure solving problems in time.
§ Provide onsite training for inexperienced customers with full documentation about their networks and variant troubleshooting procedures to help the fast and proper problem solving.
§ Periodical follow up on the objectives assigned to him/her by the LE operation Manager to ensure the proper achievement to reach company’s and customer’s satisfaction.
§ Participate and follow up in the KA’s special projects to ensure smooth and timely execution of the project.
QUALIFICATIONS_ESSENTIAL
§ University Degree in communications or computer science.
QUALIFICATIONS_DESIRABLE
§ Very Good Computer skills, Advanced MS excel is required.
§ Very Good in Arabic & English (Reading, Writing & Oral).
§ Solid background in Networking.
§ Good background in 3G and MW connectivity
§ Good experience with reputable vendors working in this industry
EXPERIENCE_ESSENTIAL
§ Minimum 4 years’ Experience.
EXPERIENCE_DESIRABLE
CERTIFICATIONS_ESSENTIAL
