Job Purpose

Assuring overall Network health and offered services soundness by actively monitoring all Network elements, handling incidents, statistics and reporting and acting as first line technical support point of contact for all Network related problems and customer complaints.      

Main Responsibilities and Duties

• Alarm monitoring and incident handling and ensuring adequate incident reporting.

• Customer complaint handling (reassigning/first-line troubleshooting/resolution).

• Verification and reporting of Statistics of business and technical reports.

• Perform test procedures and analyse test results to isolate and determine the type of service problem.

• Assist skilled teams in restoration of service wherever possible.

• Creation and follow up of trouble tickets to OLOs, interconnect partners and International Carriers.

• Preventive maintenance control. (ensure the frequent check and backup process)

• Develop new processes to fill any gap, interdepartmental coordination.

• Conduct awareness workshop for change processes and compliance.

• Change management control (ensure the integrity & proper closing of the change activity)

• Maintaining history log for all events

• Perform all other related duties as assigned

Skills and Knowledge

• Effectively communicate by listening actively, share relevant information with others and interact with others to establish fair and effective relationships.

• Identify customer’s requirements correctly, exceed customer expectations and act proactively for ensuring customer satisfaction.

• Ability to develop cooperation and teamwork while working toward solutions that generally benefit all parties.

• Capacity of recognizing owns feelings and those of others for motivating ourselves and managing emotions well in ourselves and in our relationships.

• Strong communication skills

• Ability to acquire new knowledge and develop to keep updated with new technologies and systems.

Qualifications and Experience

• Bachelor’s degree in electrical engineering, computer or telecom

• 0-2 years' experience is a plus