Fixed Data Support Sr. Engineer
2 weeks ago
**Description**:
**Role purpose**:
- To ensure work flow accuracy of the Trouble tickets flow, severity, updates, SLA’s and personal interfering when necessary to maintain customers’ satisfaction, NPS and fast resolution.
- To act as a first level of escalation for all local and international customer’s open issues and as SPOC for the SDSL NOC team in communication with other departments ( Ex: Technology, Business )
Key accountabilities and decision ownership
**Operational Efficiency**:
- To ensure work flow accuracy of the customers’ Trouble tickets (TT)
for better handling and smooth handover.
- Monitor the NOC mail handling and make sure that the agreed SLA with the customers are achieved.
- Act as the first level of escalation for more than 800 local customers with more than 10000 connections along with our International partners customers (British telecom, Zajil Telecom, China Telecom and Telecom Italia) with more than 200 million EGP annual revenues considering the best standards in the market.
- Responsible for team activities and reports
**Business development**:
- Analyze customer's feedback and develop new techniques to ensure customers’ satisfaction.
- Look for ideas to Automate manual work process enhancement.
- Identify any gap in the internal work flow and to handle weak points.
**Team Technical development**:
- Assist the team members in technical troubleshooting steps to solve the problem with clear target.
- Share experiences and support among the team members.
- To identify team training needs and recommend the proper technical training modules.
**Communication**:
- Act as a first level of escalation for all customers’ issues
- Attend meetings with customers to solve their technical issues.
- To maintain a Product knowledge of a wide range of technologies among team members
**Technical SPOC**:
- Act as a SPOC with the technology teams.
- Agree on support models for new designs/ technologies.
**Job Responsibility**:
**Key performance indicators**:
- Operational efficiency leading to Green score cards for SR.
- Follow Vodafone way.
- Team’s technical background improvement
Core competencies, knowledge and experience
- 3 to 5 years’ experience in Telecommunications in an ISP company.
- High Level of Interaction and communication with all Teams having impact on the fixed solutions.
- Demonstrates a positive, enthusiastic, friendly attitude and have very good Leader ship skills
- Customer Obsessed and Solve problems simply for better Customer Experience
- Multi-tasking : The ability to handle many tasks at the same time efficiently(assigned tasks, escalation,etc).
**Must have technical / professional qualifications**:
- Communications Engineering background or Computer science
**Technical Certificates**:
- CCNA (Cisco Certified Network Associate)
- CCNP (Cisco Certified Network Professional)
- Excellent Technical background on Data Networks.
- Experience in handling all types of fixed data Solutions and different services ( VPN, Internet, Mail and hosting ) on different medias (copper, Fiber, Microwave, Prewimax and mobile solutions) solutions for better Customer Experience.
**Skills**:
Dynamic Prioritisation and Multi Tasking
Forecasting
Influencing
Change and Adaptability
Coaching and Mentoring
Expert Communication
Drives Continuous Improvement
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