Job Purpose

To professionally provide the highest level of standard technical after sales support for the enterprise services, internet, L2VPN, MPLS, International VPN ,Video Streaming and WIFI in order to constantly meet the KPI’s and overall customer satisfaction

Report To Position Name

Act as an expert to professionally troubleshoot customer’s enterprise services complaints (internet, VPN, IVPN,WIFI, Video Surveillance) implemented over different media (Leased Line,PreWimax, Microwave and 3G) and either solve customer complaint remotely or allocate field maintenance resource if needed.  This should be done in a timely and effective manner to achieve organizational target MTTR

Act as an expert to evaluate Change request, Planned Activities, that affect enterprise customers’ operation pre and post change implementation (wireless Services)

To ensure close communication between enterprise operation engineers, customer and internal departments / groups

To ensures compliance of processes and procedures added/needed to solve enterprise service’s failure within organizational KPIs

Track opened TTs till resolving it successfully within agreed on SLA.

Design and develop network faults reference reports in order to avoid similar troubleshoots and utilize productivity

Perform deep analysis for any delayed issue

To contribute in identifying processes & procedures and activity plans

To develop guidelines for specific work activities for the team & team targets

To conduct daily briefing for the team to review highlights

To assign certain duties to the employee, explaining how those duties are to be done (i.e. what level of performance will meet the supervisor’s expectations) and communicate how the successful performance of those duties will be measured.

To address performance problems through corrective action and dismissal.

To sign monthly time and attendance records and approve requests for time off.

To train and assign work to new and continuing employees.

Ensures that of all needed tools, applications and resources are available to the Enterprise Support team to assure that their function is smoothly executed without any obstacles.

To undertake any other duties and responsibilities as assigned