Vb Network Specialist

1 month ago


Cairo, Egypt Vodafone Full time
ROLE PURPOSE:
Network Consultant - Customer facing technical service desk, graduate engineer (BE / BTech) or have the knowledge through courses, with adequate knowledge of networking (cisco certified
preferred)
Provide technical service desk support to Premium service customers with complex solutions and complex SLA requirements in a 24/7 shift based working environment
Authorization Management:
Receive requests/incidents via managing different communication channels (Remedy, SNOW, ITNOW, Email, and Phone)
Authorizes sender/caller against Authorized List DB with Validation ProceduresDirect and Report unauthorized communications to corresponding Authorized ContactsSubmit requests for adding/removing/updating authorized contacts to correct internal team
Incident and Request Management:
Act as Single Point Of Contact with 24/7 Support for Global Enterprises’ Help Desks (Local, Regional, or Global Helpdesks) in 75+ Countries..Validate requests/incidents against agreed templates to ensure high quality details submitted to next level of supportAcknowledge requests/incidents within agreed Response TimeIdentify Requests/Incidents and submit to correct support groupManage resolutions received from next level of support ensuring clear and high quality communications back to customer
Knowledge Management
Maintain good level of knowledge of all different bespoke process/procedure agreed with customer/support groups
Know how to get the most updated information and refer to correct documentsMake sure to always be up to date with all the changes in different processes/procedures as they occur Service Level Management
Follow up on open incidents/requests according to the agreed milestonesMake sure of contacting correct and relevant Point of Escalation
World Class Customer Service
Know the size of the Global Enterprises that VGE is dealing withRealize the difference between the highest Customer Care in local market and the required level of customer service for Global Enterprises authorized contacts
Understand impact of any small mistake and cost implications (e.g. Penalties)Provide best quality to our customers and show the value-added of having our service Core competencies, knowledge and experience Fluent EnglishKnowledge of ITIL framework is a plusAbility to acquire knowledge and investigate for informationPrevious experience within a service desk and customer service environmentExcellent communication SkillsProficiency in using MS Office applicationsShare knowledge with colleagues and the immediate departmentsTeam player, ability to work in an international and virtual team environmentA strong desire to pursue industry accreditation as part of a continued drive training and development.Good analytical skillsAbility to perform in dynamic, high-growth & high-uncertainty environmentsAbility to provide services to international and distributed virtual teams
Must have technical and professional expertise
Essential: CCNA Preferred with 1 year NOC experience with technical profile background. CCNP is an added advantage. Engineering background. BE/BTECH. CCNA certification or have taken the relevant courses Desired: Experience in WAN technologies and troubleshooting is an added advantage. Being familiar with the ticketing system
#_VOIS


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