· Ownership of Service Problem from repeater to end user upon notification of service problem (proactive & reactive) will diagnose & manage service problem, correct & resolve service problem, and analyse service problem making recommendations & improvements for future enhancements.
· Handle the maintenance of networks resolving 2nd level support tickets.
· Ensure that any faults in the network or tickets are dealt with in a timely and professional manner.
· Provide solutions that fall in line with the Service Level Agreements and all Health and Safety requirements.
· Utilize Understanding of networking devices and topologies, Knowledge of wireless networking, microwave radio, Ethernet and fibre to resolve tickets and maintenance requests.
· Maybe required to be called in for support for different shifts covering the operational needs.
· In-case of need for escalation to NOC, report the issue to team leader for analysis and further routing.
· Manage/participate in Root Cause Analysis (RCA) for Network outages and provide fix and resolutions for the identified Problems.
· Utilize functional understanding of Network fundamentals.
· Monitor network elements for exception conditions and perform trend analysis.
· Track outage conditions in equipment to insure timely resolution.
· Instruct field maintenance on problem resolution.
· Escalate issues to the appropriate level of support when applicable.
Hot Spot Engineer:
· Handle receiving tickets or emails requests from customers or sales ensuring opening a ticket in the system and monitoring the tickets resolution times and status.
· Maintain highest customer satisfaction rates through continuous communication with the customer and speed resolution of the tickets.
· Follow up on the system issues and requests related to: site down, add new site, remove lifting site ,add sensor , edit site and edit sensor.