Provide all technical needs for Large Enterprise (LE) customers and follow up on the highest quality level and steadiness of the service.

Report To Position Name

professional handling for LE customers
   Handle LE customers’ critical and highly escalated problems and complains with full privilege on the network devices on spot to ensure timely and proper solving of problems
   Act as a temporary resident engineer for problems that needs troubleshooting from customer network or for customers who have high rate of problems till solving all problems and ensure service stability and reliability.
   Control maintenance technicians while handling the problems needed field actions to ensure proper problem resolution.
   Work with other technical teams for problems and complains that are in their scope to ensure the full and efficient problem handling.
   Follow up with vendors TAC and support teams to manage complex faults that affect technology & services boundaries. 
   Periodically test LE customer connections and apply corrective actions to ensure high quality and best service performance and SLA and KPIs fulfilment.
   Handle the repeated problems and work on finding a creative solution for its chronic root causes to   ensure the high steadiness of the service.
   Perform service acceptance for the new installed connections for LE customers to grantee delivering our customer the requested service within the high quality and performance standards.
   Act as an E2E Level 3 support engineer for the reported problems and complains powered by entitlement to modify and maintain all customer path configuration to ensure solving problems in time. 
   Provide onsite training for inexperienced customers with full documentation about their networks and variant troubleshooting procedures to help the fast and proper problem solving.
   Periodical follow up on the objectives assigned to him/her by the LE operation Manager to ensure the proper achievement to reach company’s and customer’s satisfaction.
   Participate and follow up in the KA’s special projects to ensure smooth and timely execution of the project.