To handle technical complaints within the agreed SLA with the business customers. The role is to conduct vendor review meetings to ensure strict compliance to service SLA’s and Operating procedures. The person on the role is expected to visit customer locations, if required.

The role is to follow troubleshooting steps and escalation matrix to resolve customer issue and provide end to end troubleshooting support of all Fixed and managed service products like:

• Standards corporate services like corporate internet, SIPT, IPVPN, EVPN,
• Smart IOT solutions like fleet management, asset tracking, etc,
• Security solutions like Anti-DDoS protection (Layer 3 & Layer 7)
• Cloud Services like Azure, Amazon, MEEZA

Managed service & one-off products like managed PBX, router, social Wi-Fi, smart meters management (Kahramaa)

Responsibilities

Key accountabilities and decision ownership:

• Provide support to close enterprise fixed and managed service complaints in agreed SLA’s. Track and review technical complaints per customer segment with technical complaints manager. And ensure enterprise customer is always kept informed on technical complaint status.
• Log every customer interaction and field activity in CRM tool. Identify reasons/ root cause for technical tickets and derive solutions to reduce technical complaints. Seek support form technical complaint manager in case of customer escalations
• Ensure all technical inventory provisioned for customer is tracked and access controlled. Also ensure field teams from sub-contractor and managed service vendor are following standard operating procedures to resolve technical complaint from customer.
• Perform any additional project, task or activities assigned/delegated by the Line Manager. And perform regular health checks to avoid uncontrolled outages.
• Provide support and handle all the fixed level 1 activities included and not limited to:
  • Receive customer complaint over call or through ticketing tool. Operating hours for team are 24×7.
  • Call customers for 1 st level troubleshooting
  • Book appointment booking for field visit if need
  • Monitor SLAs across multiple field vendors and areas
  • Tracking trouble tickets are closed within agreed SLA – 24 Hours. This is including field visit

Qualifications

Must have Educational technical / professional qualifications:

• Engineering degree in telecommunications
• ITIL or PRINCE2 certifications are preferable
• Alcatel NRS1 or NRS2 certifications or Cisco Equivalent certifications, is a advantage

knowledge and experience:

• Minimum 5 Years of relevant experience in Fixed Operations with telecom Vendors /Operator, with strong follow-up skills and an ability to organize applicable department timelines and follow up with internal and external customer needs
• Knowledge to create training material and troubleshooting guide based on the use case scenarios with good email writing skills and understand technical resolutions & RCA’s when it comes to customer communication.