Enterprise technical support
2 weeks ago
KEY ACCOUNTABILITIES/DUTIES:
- Provide the front line support for enterprise customers - 35% Daily
- By taking the first call from Enterprise client, as well as the mail, investigating the issue and
solving it. Breakdown customers complex requests, distribute it to other departments
- Trouble shooting customers physical and logical problems - 25% Daily
- Investigating the issue, physically and logically, solve the issue or raise a case, follow up
with technician team
- Configuring CPE devices - 5% Daily
- By configuring, a modem, modem and router.
- Covering other teams (Backbone - ETS2) at night shifts - 5% Daily
- Monitoring different types of transmissions (E1s, IMA group, E3s,.....)
- Proactive Monitoring - 10% Daily
- By monitoring Enterprise customer links and taking the appropriate action if there is any
issue. Configuring the customized alarming systems
- Handling customers configuration requests on their routers (New requests) - 8% Daily
- Documentation - 10% Daily
- Sending regular update to the customer during the case phases - provide customer with the
RFO.
- Planned maintenance and verification - 2% Monthly
- Notify and arrange with the customers and relevant teams the maintenance progress.
Job Requirements
- Bachelor's degree in Communication Engineering or Computer Science
- CCNA & JNCIA certification (required)
- CCNP certification is a plus
- 0-1 year of experience in a similar role
- Fluency in English (both written and spoken)
**Skills**:
- Engineers
Job poster
Aya Zakaria
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