IT Support Specialist
7 months ago
**Key Accountabilities & Decision Ownership**:
- Ensure 99.5% closing for assigned SR.
- Responsible for sharing team knowledge to newcomers.
- Investigate, Generate and follow up with 2nd line/Concerned teams on open Service request/Issue.
- Effective supporting Zero SLA violation for the team.
- Participation in setting the team daily/weekly/monthly KPIs that represent the team objectives.
- Monitoring all KPIs and taking proper action in any violation in trend.
- Support to Customer care and retail services and closing issues and full understanding of team SR trees.
- Attend monthly team meeting, and full availability during shift hours.
- Support and deliver team objectives (Automation, Zero violation, etc.)
**Core Competencies, Knowledge and Experience**:
- Dedication, sense of ownership, and ability to work within a team.
- Strong communication, presentation, negotiation and analytical skills.
- Excellent Knowledge of telecom industry standards and technologies.
- Knowledge of IT analytical/reporting tools.
- Very good Analytical thinking.
- Solid background in IT services management methodologies.
- Problem solving and decision making.
- Deep knowledge in SQL/PLSQL Oracle knowledge.
- Unix shell scripting experience.
- IT of Tele-Communication Experience.
- Good knowledge in Billing, Tibco, Seibel, Provisioning, IVR & MNP systems.
**Must have technical / professional qualifications**:
- B.SC of Computer science or Computer Engineering or Communication Engineering.
- Certificates in related fields is a plus.
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