Job Description

Second line support with necessary expertise to resolve issues escalated from Front office;
Handles and analyses Trouble Tickets and recommends timely actions and solutions to Trouble Tickets with guidance or supervision, when necessary;
Handles and execute Change Requests within the stipulated time frame;
Follows up with customer to ensure first call resolution and achieves and delivers 100% customer satisfaction;
Escalates Trouble Tickets to third line multivendor TACs when BO cannot solve them and monitors them until solved;
Performs second level Preventive Maintenance of nodes;
Involvement in upgrade/updates of live nodes.

Requirements

Technical degree;
High-level English;
Candidates knowledge should be covering the following:
Routing protocol basic and advanced level understanding (RIP, OSPF, IS-IS, BGP)
MPBGP
MPLS LDP
Network Management
IP Security knowledge would be a plus
UNIX experience would be a plus
QoS knowledge would be a plus
Excellent interpersonal and communication skills;
Good team spirit and adaptability;
Ability to work in a fast paced and dynamic environment;
Ability to work on multiple tasks at the same time and prioritize them accordingly;
Self-starter, capable of taking initiative to identify & resolve problems, and improve work environment;
Strong customer service experience, technical support and troubleshooting skills;
Generally, a minimum of 2 years of telecommunications customer service/ technical support experience;