Fixed Data Support Engineer [Egypt]

 

Description

Role purpose:

• To ensure work flow accuracy of the Trouble tickets flow, severity , updates, SLA’s and personal interfering when necessary to maintain customers’ satisfaction, NPS and fast resolution.
• To act as a first level of escalation for all local and international customer’s open issues and as SPOC for the SDSL NOC team in communication with other departments ( Ex: Technology, Business )

Key accountabilities and decision ownership

Operational Efficiency:

• To ensure work flow accuracy of the customers’ Trouble tickets (TT)

for better handling and smooth handover.

• Monitor the NOC mail handling and make sure that the agreed SLA with the customers are achieved.
• Act as the first level of escalation for more than 800 local customers with more than 10000 connections along with our International partners customers (British telecom , Zajil Telecom , China Telecom and Telecom Italia) with more than 200 million EGP annual revenues considering the best standards in the market.

• Responsible for team activities and reports

Business development:

• Analyze customer's feedback and develop new techniques to ensure customers’ satisfaction.
• Look for ideas to Automate manual work process enhancement.
• Identify any gap in the internal work flow and to handle weak points.

Team Technical development:

• Assist the team members in technical troubleshooting steps to solve the problem with clear target.
• Share experiences and support among the team members.
• To identify team training needs and recommend the proper technical training modules.

Communication:

• Act as a first level of escalation for all customers’ issues
• Attend meetings with customers to solve their technical issues.
• To maintain a Product knowledge of a wide range of technologies among team members

Technical SPOC:

• Act as a SPOC with the technology teams.
• Agree on support models for new designs/ technologies.

Job Responsibility

Key performance indicators:

• Operational efficiency leading to Green score cards for SR.
• Follow Vodafone way.
• Team’s technical background improvement

Core competencies, knowledge and experience

• 3 to 5 years’ experience in Telecommunications in an ISP company.
• High Level of Interaction and communication with all Teams having impact on the fixed solutions.
• Demonstrates a positive, enthusiastic, friendly attitude and have very good Leader ship skills
• Customer Obsessed and Solve problems simply for better Customer Experience
• Multi-tasking : The ability to handle many tasks at the same time efficiently(assigned tasks, escalation, …etc).

Must have technical / professional qualifications:

• Communications Engineering background or Computer science

Technical Certificates:

• CCNA (Cisco Certified Network Associate)
• CCNP (Cisco Certified Network Professional)
• Excellent Technical background on Data Networks.
• Experience in handling all types of fixed data Solutions and different services ( VPN , Internet , Mail and hosting ) on different medias (copper, Fiber , Microwave , Prewimax and mobile solutions) solutions for better Customer Experience.

Skills

Dynamic Prioritisation and Multi Tasking

Forecasting

Influencing

Change and Adaptability

Coaching and Mentoring

Expert Communication

Drives Continuous Improvement

 

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