{"id":1797705,"url":"https://alion.io/job/eand-le-resident-technical-support-engineer-so","title":"LE Resident Technical Support Engineer.SO","company":{"id":183943,"name":"e& 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Excel","optional":true},{"name":"MPLS","optional":true},{"name":"OSPF","optional":true}],"status":"live","first_seen_at":"2026-10-03T18:19:52Z","employer_posted_date":"2025-09-03","last_verified_at":"2026-10-06T02:32:13Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Job Purpose\nProvide all technical needs for Large Enterprise (LE) customers and follow up on the highest quality level and steadiness of the service\nReport To Position Name\n\nRespond to all technical needs and requests of the LE customers to insure proper & professional handling for LE customers\nHandle LE customers’ critical and highly escalated problems and complains with full privilege on the network devices on spot to ensure timely and proper solving of problems\nAct as a temporary resident engineer for problems that needs troubleshooting from customer network or for customers who have high rate of problems till solving all problems and ensure service stability and reliability.\nControl maintenance technicians while handling the problems needed field actions to ensure proper problem resolution.\nWork with other technical teams for problems and complains that are in their scope to ensure the full and efficient problem handling.\nFollow up with vendors TAC and support teams to manage complex faults that affect technology & services boundaries.\nPeriodically test LE customer connections and apply corrective actions to ensure high quality and best service performance and SLA and KPIs fulfilment.\nHandle the repeated problems and work on finding a creative solution for its chronic root causes to ensure the high steadiness of the service.\nPerform service acceptance for the new installed connections for LE customers to grantee delivering our customer the requested service within the high quality and performance standards.\nAct as an E2E Level 3 support engineer for the reported problems and complains powered by entitlement to modify and maintain all customer path configuration to ensure solving problems in time.\nProvide onsite training for inexperienced customers with full documentation about their networks and variant troubleshooting procedures to help the fast and proper problem solving.\nPeriodical follow up on the objectives assigned to him/her by the LE operation Manager to ensure the proper achievement to reach company’s and customer’s satisfaction.\nParticipate and follow up in the KA’s special projects to ensure smooth and timely execution of the project.\n\nJob Purpose\nProvide all technical needs for Large Enterprise (LE) customers and follow up on the highest quality level and steadiness of the service\nReport To Position Name\n\nRespond to all technical needs and requests of the LE customers to insure proper & professional handling for LE customers\nHandle LE customers’ critical and highly escalated problems and complains with full privilege on the network devices on spot to ensure timely and proper solving of problems\nAct as a temporary resident engineer for problems that needs troubleshooting from customer network or for customers who have high rate of problems till solving all problems and ensure service stability and reliability.\nControl maintenance technicians while handling the problems needed field actions to ensure proper problem resolution.\nWork with other technical teams for problems and complains that are in their scope to ensure the full and efficient problem handling.\nFollow up with vendors TAC and support teams to manage complex faults that affect technology & services boundaries.\nPeriodically test LE customer connections and apply corrective actions to ensure high quality and best service performance and SLA and KPIs fulfilment.\nHandle the repeated problems and work on finding a creative solution for its chronic root causes to ensure the high steadiness of the service.\nPerform service acceptance for the new installed connections for LE customers to grantee delivering our customer the requested service within the high quality and performance standards.\nAct as an E2E Level 3 support engineer for the reported problems and complains powered by entitlement to modify and maintain all customer path configuration to ensure solving problems in time.\nProvide onsite training for inexperienced customers with full documentation about their networks and variant troubleshooting procedures to help the fast and proper problem solving.\nPeriodical follow up on the objectives assigned to him/her by the LE operation Manager to ensure the proper achievement to reach company’s and customer’s satisfaction.\nParticipate and follow up in the KA’s special projects to ensure smooth and timely execution of the project.\n\nQUALIFICATIONS_ESSENTIAL\nUniversity Degree in communications or computer science\nQUALIFICATIONS_DESIRABLE\nEXPERIENCE_ESSENTIAL\n§Minimum 4 years’ Experience.\n§Very Good Computer skills, Advanced MS excel is required.\n§Very Good in Arabic & English (Reading, Writing & Oral).\n§Solid background in Networking.\n§Good background in 3G and MW connectivity\n§Good experience with reputable vendors working in this industry\nEXPERIENCE_DESIRABLE\nCERTIFICATIONS_ESSENTIAL\n§IP DSLam\n§MPLS\n§Routing Protocols (BGP,OSPF,RIP)\n§CCNA/CCNP/CCNP-SP\n§Customer Relation Management\n§Advanced MS Courses (PPoint, Excel,….etc)\n§Time Management\nDecision Making\nQUALIFICATIONS_ESSENTIAL\nUniversity Degree in communications or computer science\nQUALIFICATIONS_DESIRABLE\nEXPERIENCE_ESSENTIAL\n§Minimum 4 years’ Experience.\n§Very Good Computer skills, Advanced MS excel is required.\n§Very Good in Arabic & English (Reading, Writing & Oral).\n§Solid background in Networking.\n§Good background in 3G and MW connectivity\n§Good experience with reputable vendors working in this industry\nEXPERIENCE_DESIRABLE\nCERTIFICATIONS_ESSENTIAL\n§IP DSLam\n§MPLS\n§Routing Protocols (BGP,OSPF,RIP)\n§CCNA/CCNP/CCNP-SP\n§Customer 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