Responsible for providing technical support for MDS customers to maintain the customer service SLA and network KPI’s and ensure customers’ satisfaction and optimum network and service availability
Key Responsibilities:
Handle MDS/ MOE IP access and core network technical support by providing 24/7 first-level support and second-level support for MDS IP Access and core network, report the technical support cases and dashboards, and proactively solve major and repeated cases related to IP Access and core network.
Handle MDS/ MOE transmission, access, and links technical support by providing 24/7 first-level support and second-level support for MDS TX access links and work through NMS system to monitor all TX links and proactively solve major and repeated cases related to TX links.
Manage MDS/ MOE Network documentations by documenting MDS access network, update customer links routers and IP links management on the ticketing system.
Support the second-level support team in switches and routers in Umniah datacenter and sites by configuring routers after operations, maintain service availability for all customers in datacenters remotely, and handle first-level support for switches and collocated servers in datacenters.
Handle monitoring and proactive support by monitoring network alarms and clear it as per the division operation policies and procedures, and monitor customers’ links alert and clear it’s issues proactively.
Provide first and second level support for broadband customers (remotely or on site) by performing technical support for business customers, internet and connectivity support for business/ individual customers, troubleshooting, solving solve technical problems for the cloud and UCC customers, and update the customers with the issues status.
Achieve the agreed SLA with the customers regarding the resolution time and response time by following up with all related divisions for the resolution of the incidents/ problems and confirm the resolution for the customer within the internal SLA.
Perform first-level operations with the MDS team and/ or the customers as requested, perform operations with IP and activation teams, and provide support for the second-level support team.
