To handle maintenance trouble-tickets for network, enterprise and ADSL services to resolve it within a service level agreement to deliver an efficient and reliable service.

Network Tasks\:

• Reviews the ticketing & mailing systems for any reported network issue or alarm to handle within the committed SLA.
• Contacts the concerned Field Maintenance Engineer and follow all appropriate action needed within established maintenance standards.
• Contacts Network teams and share technical information about network actions and issues.
• Set a periodic preventive maintenance plan for network nodes in a predefined standards criterion.
• Ensures the clearance of any reported alarm or PM actions completion.
• Provide periodic reports for Network statistics, status and PM plan results to the Principle Engineer concerning a specific zone or time window.

Enterprise / ADSL Tasks\:

• Reviews the Enterprise ticketing system daily to handle the assigned complains and ensure resolving it with its SLA.
• Contacts the Technician-Team leader to assign the concerned Technician/ Sr.Technician/ IT Specialist.
• Contacts and follow up with the assigned Technician/ Sr.Technician/ IT Specialist.to handle the appropriate field action to resolve the customer technical issue.
• Gives a clearance feedback to Enterprise/ADSL customer.
• Updates the Ticketing system with the case status until closing it. 
• Provide periodic reports to the Principal engineer about the Enterprise/ADSL task statistics and queue status.

Fixed-Voice Tasks\:

• Reviews the new assigned installation Fixed-voice tasks and set suitable plan with the Technician-Team Leader to complete the physical installation.
• Contacts the Technician/Sr.Technician to follow up the installation procedures and complete it.
• Emails Telecom Egypt officers with any action needed to facilitate the installation tasks. 
• Update the requester customer during the task and confirm with him the task completion.