Enterprise NOC Senior Engineer.Technical Support

Job Purpose

 Handling Enterprise customer’s technical problems.

 Receiving customer complaint via Mail, call and customer portal.

 Effective communication in handling hard calls for frustrated customers.

 Making first troubleshooting on customer connection.

 Solving customer Trouble Tickets as FCR.

 Escalating Trouble Tickets which not solved as FCR to concerned team with providing appropriate solution.

 Working to escalate the repeated problems to finalize it permanently.

 Following and finalizing Key Accounts customers’ problems.

 Handling customer high level internal network technical requests.

 Handling complex routing complaints with 2nd level NOC.

 Handling complex configuration modifications from both Provider & customer edges requested from customers.

 Supporting NOC support coordinator by Handling customers’ night emergency technical change requests (TCRs)

 Supporting NOC support coordinator by Handling non-technical complaints and requests during night shift.

 Supporting NOC support coordinator by following Call Back during night shift.

Report To Position Name

Operation Target:

 Working to achieve First Call Resolution target.

 Achieve them queue SL (80/20).

 Achieving routing / configuration changes SRs SL.

 Achieving SRs SL and escalation time

 Working to enhance NPS score.

Customer Experience:

 Handling customer’s emails professionally.

 Adhering to call standards in order to provide excellent service to our customers.

 Handling queue SRs and requests.

Job Purpose

 Handling Enterprise customer’s technical problems.

 Receiving customer complaint via Mail, call and customer portal.

 Effective communication in handling hard calls for frustrated customers.

 Making first troubleshooting on customer connection.

 Solving customer Trouble Tickets as FCR.

 Escalating Trouble Tickets which not solved as FCR to concerned team with providing appropriate solution.

 Working to escalate the repeated problems to finalize it permanently.

 Following and finalizing Key Accounts customers’ problems.

 Handling customer high level internal network technical requests.

 Handling complex routing complaints with 2nd level NOC.

 Handling complex configuration modifications from both Provider & customer edges requested from customers.

 Supporting NOC support coordinator by Handling customers’ night emergency technical change requests (TCRs)

 Supporting NOC support coordinator by Handling non-technical complaints and requests during night shift.

 Supporting NOC support coordinator by following Call Back during night shift.

Report To Position Name

Operation Target:

 Working to achieve First Call Resolution target.

 Achieve them queue SL (80/20).

 Achieving routing / configuration changes SRs SL.

 Achieving SRs SL and escalation time

 Working to enhance NPS score.

Customer Experience:

 Handling customer’s emails professionally.

 Adhering to call standards in order to provide excellent service to our customers.

 Handling queue SRs and requests.

QUALIFICATIONS_ESSENTIAL

 B. Sc. in Communications Engineering

 CCNA certified.

 Very Good Knowledge in networking solutions and services.

 Very good writing and reporting skills.

 Very good communication skills.

 Very good in English language.

 Ability to work under stress and pressure.

 MS knowledge is required.

 Flexibility in terms of working hours.

QUALIFICATIONS_DESIRABLE

 CCNP Certified

 Cisco Routing Certified

EXPERIENCE_ESSENTIAL

 2 years’ Experience in the field of data communication.

 Working on Huawei, Cisco Routers and DSLAMs

 Strong background in networking.

 Call Centre background skills.

EXPERIENCE_DESIRABLE

 Previous experience within ISP Providers.

CERTIFICATIONS_ESSENTIAL

 CCNA Certificate

 Cisco Routing Certificate

 Soft Skills

QUALIFICATIONS_ESSENTIAL

 B. Sc. in Communications Engineering

 CCNA certified.

 Very Good Knowledge in networking solutions and services.

 Very good writing and reporting skills.

 Very good communication skills.

 Very good in English language.

 Ability to work under stress and pressure.

 MS knowledge is required.

 Flexibility in terms of working hours.

QUALIFICATIONS_DESIRABLE

 CCNP Certified

 Cisco Routing Certified

EXPERIENCE_ESSENTIAL

 2 years’ Experience in the field of data communication.

 Working on Huawei, Cisco Routers and DSLAMs

 Strong background in networking.

 Call Centre background skills.

EXPERIENCE_DESIRABLE

 Previous experience within ISP Providers.

CERTIFICATIONS_ESSENTIAL

 CCNA Certificate

 Cisco Routing Certificate

 Soft Skills