Identifying, diagnosing and resolving customers problems affecting network performance and escalate to higher level support using time based and severity criteria.
Requirements
Proactive monitoring, performance analysis and diagnosis of various NSP networking problems (Physical, Routing & Transmission problems).
Identifying, diagnosing and resolving problems affecting network performance and escalate to higher level support using time-based and severity criteria.
Handle, troubleshoot, follow up, and report daily network incidents.
Troubleshooting all supported services (MPLS VPN, Frame Relay, SDSL…) through NOOR’s network and tracing PVCs through WAN Switches and CORE routers.
Handling basic customer configuration requests on their routers.
Troubleshooting customers’ physical and logical problems and helping customers in designing and configuring their networks.
Configuring CPE devices. Troubleshoot configuration problems related to customers from both, customer and service provider sides.
Monitoring different types of transmissions (E1s, IMA groups, E3s, STM1s….etc) on edge and core devices.
Troubleshooting customers’ problems related to different WAN technologies (ATM, TDM, and IP DSLAMs).
Troubleshooting advanced customer PE to CE routing problems.
Troubleshooting routing problems include BGP peering with customers.
After sales support/service acceptance.
Performing the first troubleshooting steps for the corporate customers’ problems.
Responsible for leading and participating in providing assistance to customers in an enterprise and multi-sites infrastructure needing to resolve problems with their network by answering service requests.
Take the first call from Enterprise clients on all day to day technical issues (provide the front-line support).
Resolve customer issues by phone and email, with regard to our troubleshooting.
Maintain regular communication with the Enterprise organization’s Representative so as to be aware of the intricacies of each of the clients’ network.
Providing technical procedure taken to solve customer’s problem on a reported issue, so it can be overviewed.
Referring any specific financial or accounting questions to the customer’s account manager.
Providing documented procedures for future maintenance and migrations.
Regularly update and record changes to the client during problem solving.
Isolate customer problem and handle escalations to appropriate support team level if need.
Follow up and participate with the Technician team to solve customer’s problem which requires to follow up with the technician on site in addition to hand guidance.
Configure modem and customer CPE if there is a hardware failure at customer’s site.
