Vb Network Specialist

2 days ago

مصر, 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,- Authorizes sender/caller against Authorized List DB with Validation Procedures
- Direct and Report unauthorized communications to corresponding Authorized Contacts
- Submit 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 support
- Acknowledge requests/incidents within agreed Response Time
- Identify Requests/Incidents and submit to correct support group
- Manage 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 documents
- Make 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 milestones
- Make sure of contacting correct and relevant Point of Escalation

World Class Customer Service- Know the size of the Global Enterprises that VGE is dealing with
- Realize 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 English
- Knowledge of ITIL framework is a plus
- Ability to acquire knowledge and investigate for information
- Previous experience within a service desk and customer service environment
- Excellent communication Skills
- Share knowledge with colleagues and the immediate departments
- Team player, ability to work in an international and virtual team environment
- A strong desire to pursue industry accreditation as part of a continued drive training and development.
- Good analytical skills
- Ability to perform in dynamic, high-growth & high-uncertainty environments
- Ability 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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